RETURNS & Refund Policy
At The Golden Brothers & Co, we want you and your pup to absolutely love your order. However, if something isn’t quite right — whether it’s the wrong colour, size, or simply a change of mind, we’re here to help make the return process smooth and simple.
Eligibility for Returns:
We’re happy to offer a refund or exchange provided that:
1. The item is unwashed, unused, and in its original condition as purchased.
2. The item is not a personalised or custom-made item (e.g., engraved name tags, custom name patches, or products featuring your pet’s photo or measurement like collars cannot be returned, refunded, or exchanged).
3. The item is returned within 30 days of delivery.
How to Start a Return or Exchange:
To initiate a return or exchange, please follow these steps:
1. Email us at 📧 thegoldenbrothersco@gmail.com with your order number and reason for return or exchange.
2. Our team will respond within 24-48 hours with instructions and the next steps.
3. Once your return is approved and received, your refund will be processed to your original method of payment within 7–10 business days.
Bundles & Kits:
If you return an item that was part of a bundle or kit, the remaining items you keep will be recalculated at their full price, and the refund amount will reflect the adjusted total (as the bundle discount will no longer apply).
If you wish to exchange an item for a different size, we will happily honour the original bundle pricing for your replacement.
Please note: this offer does not apply if you decide to change to a different colour or product type our customised items, including personalised name patches, custom name tags, or products featuring your pet’s image, are final sale and cannot be returned or exchanged.
Faulty or Damaged Items:
We take great care in ensuring the quality of every handmade product we ship. If your item arrives faulty or damaged, please contact us within 7 days of receiving your order at 📧 thegoldenbrothersco@gmail.com
Include:
• Your order number
• Your best contact details
• A short description of the issue
• Clear photos of the fault or damage
Once we receive your email, we will provide a return postage label so you can send the item back to us at no cost.
If the original item is available, we will send a replacement. If it’s out of stock, we’ll contact you to offer either:
• A different item of the same value, or
• A full refund (including your original shipping costs).
Warranty & Product Guarantee:
At The Golden Brothers & Co, every product is carefully handmade with love and crafted from high-quality materials designed for durability and comfort. While our gear is tough it’s not indestructible.
We guarantee our products at the time of purchase against defects in materials and craftsmanship.
If you experience a quality issue, please contact us within 30 days of purchase at 📧 thegoldenbrothersco@gmail.com, including a brief description and a clear photo of the issue.
Please note:
• Our warranty does not cover normal wear and tear, chewing, or damage caused by misuse.
• Claims received after 30 days may not be eligible, as wear may be considered normal use.
• Always inspect your gear before each use for signs of wear or damage.
• We cannot accept responsibility for any injury or loss caused by the use or misuse of our products.
Need Help?
If you have any questions about returns, exchanges, or product quality, please don’t hesitate to contact us:
📧 thegoldenbrothersco@gmail.com
🐾 The Golden Brothers & Co – Handmade Dog Supplies
.