Refund policy

Returns & Refund Policy

All Urban Pooch products are handmade to order and, as such, we are unable to accept returns or offer refunds unless your item arrives faulty or damaged.

Faulty or Damaged Items If your order arrives faulty or damaged, please contact us within 14 days of receipt at urbanpoochapparel@gmail.com. You will need to provide your order number and photographs of the fault or damage so we can assess the issue and issue a Returns Authorisation Number (RAN).

Please do not return any items without first contacting us and receiving a RAN — returns sent without authorisation will not be accepted.

Return Postage The cost of returning an item is the responsibility of the customer. We recommend using a tracked postal service, as we cannot be held responsible for items lost in transit.

Non-Returnable Items As all products are custom and handmade to order, we are unable to accept returns for change of mind, incorrect size selection, or items that have been used.

Refunds Once a faulty return is received and inspected, we will notify you of the outcome. If approved, a refund will be issued to your original payment method within 5–10 business days.