Refund policy

Returns, Exchanges & Cancellations Policy

Returns & Exchanges

As all of our products are handmade to order and made to your chosen specifications, we do not accept returns, refunds or exchanges for change of mind, incorrect sizing, colour choices, or any other customer selection.

Please ensure you carefully check all measurements, colours, hardware finishes, and product options before placing your order, as each item is made specifically for you.

Cancellations

Orders cannot be cancelled once they have been placed. Due to the handmade nature of our products, materials may be cut and production may begin shortly after your order is received.

If you have made an error with your order, please contact us as soon as possible at serendipitydogwear@gmail.com. While we cannot guarantee that changes can be made, we will do our best to help if production has not yet started.

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival. If your item is damaged, faulty, or you have received the wrong item, please contact us within 48 hours of delivery at serendipitydogwear@gmail.com, including photographs of the issue.

If the item is found to be faulty due to a manufacturing defect, or we have made an error with your order, we will repair, replace or refund the item in accordance with your statutory consumer rights.

Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If an item is faulty, not as described, or unfit for purpose, you are entitled to the appropriate remedy under UK consumer law.