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How do I return an item?
The below return policy assumes the products are defect-free, if you have a defective issue, please see Manufacturer Warranty below. Original shipping will not be eligible for a refund as these costs were incurred to ship your order to you. 1) SALES CHANNEL - Dean & Tyler will only accept Returns and/or Exchanges on products purchased directly from our website,
If you DID NOT purchase Dean & Tyler products directly from our website, you will need to contact the sales channel where you purchased the item(s), We cannot return or exchange an item if bought from a third-party retailer.
2) CONDITION - Returns and/or Exchanges must be in New Condition. Visibly used or worn items will not be eligible for returns and/or exchange; we will donate the item to a local dog shelter and cannot refund your transaction. Returning any product with fur, dirt or other contaminant will likely cause a delay in processing and may potentially negate any anticipated refund or exchange request. 3) 30-DAY WINDOW - Made to order products being Returned and/or Exchanged MUST be received back at our warehouse within 30 days of initial delivery date. In-Stock items received in NEW, UNUSED CONDITION outside of 30 day return window will be subject to a 30% restocking fee. Late returns may be accepted ONLY with prior notification and approval from D&T Customer Service via [email protected]. 4) CUSTOMER SHIPPING LIABILITY - The customer is liable for returning the product to our warehouse. The customer is responsible for the product when In Transit back to our warehouse. Dean & Tyler will not credit the customer if the return shipment fails to arrive at our warehouse.We recommend customers pay for Tracking and Insurance with their preferred carrier when returning or exchanging items. If an item is not received, and tracking details are not available to demonstrate proof of delivery, we will not be able to process return and/or exchange. 5) RESTOCKING FEE - Our leather items are handmade per order and we highly encourage customers to take proper measurements of their pets before choosing a size, therefore we charge a restocking fee on made to order leather items.
6) FINAL SALE - Custom Made Products, Clearance Items, and other items marked as Final Sale CANNOT be returned and/or exchanged.
If the above Return Policy criteria is satisfied, please enclose a note or original packing slip (something with your order number) when mailing your package to: ATTN: RETURNS 17772 High Springs Main Street EXCHANGE POLICY If a product is exchanged, typically for a different size, the customer will be responsible for all future shipping costs and applicable price difference. ALL RETURNED LEATHER ITEMS are subject to above-stated restocking fee terms, even if they are returned for an exchange. At any point, (prior to or after sending in your return shipment) you may purchase the replacement item(s) from Dean & Tyler. 1. If the above Return Policy criteria is satisfied, ship undesired items within 30 days of original receipt (delivery date) to: Dean & Tyler ATTN: RETURNS 17772 High Springs Main Street High Springs, FL 32643 3. Include a note or original packing slip (something with your order number) stating you would like a refund. 4. Allow up to thirty days for us to process your request. CANCELLATION POLICY: Dean & Tyler requests customers contact us as soon as possible if they need to cancel. While Dean & Tyler will make every effort to accommodate a timely request, it is also expected that orders will ship as soon as they can. For this reason, once an order has begun processing OR has shipped, the order is no longer editable or otherwise able to be cancelled. Please check order status to confirm whether or not a cancellation may still be possible. If buyer has changed their mind with regard to purchasing items NOT marked as FINAL SALE, buyer will need to proceed to return their purchase and a refund will be issued per Dean & Tyler's Return Policy. Original shipping will not be eligible for a refund once order has shipped as shipping costs were incurred to to fulfill the order as placed. MANUFACTURER WARRANTY
Dean & Tyler's manufacturer warranty applies to all of our products regardless of sales channel. If purchased from a third-party retailer, Proof of Purchase is required for us to determine if the purchase date is within the warranty's coverage of one year. For defects that cannot be repaired, Dean & Tyler will replace a defective item under warranty. Covers product defects within One Year from the Date of Purchase.
Damage from dog bites, scratches, or other accidents are not product defects, they are not covered by manufacturer warranty. Please email the following to [email protected] : 1) Proof of Purchase - order confirmation or legible receipt with the defective product itemized and date of purchase visible. 2) Pictures and Description of Defect - Please take pictures of the defect, email the pictures and write a detailed description of the problem. If we approve the defective return based on the above requirements, Dean & Tyler will issue a prepaid mailing label for domestic customers so the defective item can be returned at no cost to them. We will also cover future shipping costs related to repairing or replacing the defect. CREDIT PROCESSING:
Dean & Tyler will process all complete returns within thirty days of having received the returned product.
Please allow up to one billing cycle for the refund to be reflected on your bank or credit card statement. Original shipping will not be eligible for a refund as these costs were incurred to ship your order to you.
Policies are subject to change at any time without notice, by purchasing Dean & Tyler you are agreeing to the above terms and conditions.
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