Refund Policy
General Return Window
At Atienzo Handmade Pet Accessories, we take pride in the craftsmanship of our leather goods. If you are not entirely satisfied with your purchase, we accept returns and exchanges on standard items within 14 days of the delivery date.
Condition of Returned Items
To be eligible for a return or exchange, the collar or accessory must be:
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Unused and unworn: Free from any dog hair, dirt, odors, or stretch marks on the leather.
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In its original packaging with all tags attached.
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In the exact condition you received it. We reserve the right to reject any return that shows signs of wear or use.
Non-Returnable Items
Please note that the following items cannot be returned or exchanged:
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Custom-sized or personalized collars (e.g., items stamped with names or made to exact, non-standard measurements).
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Items marked as "Final Sale" or purchased during clearance events.
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Used items or items damaged by your pet (e.g., chewing, scratching, or water damage).
Sizing Exchanges
We highly encourage customers to measure their pet's neck carefully before ordering. If you ordered a standard size and it does not fit, we are happy to process an exchange. The buyer is responsible for the return shipping costs, as well as the shipping costs for the new exchanged item.
Defective or Incorrect Items
If you receive a defective item (e.g., faulty hardware) or the wrong product, please contact us within 3 days of delivery with clear photos of the issue. In these rare cases, we will cover all return shipping costs and send you a replacement as quickly as possible.
How to Start a Return
Do not ship items back without prior authorization. To initiate a return or exchange, please contact us through our website with your order number and the reason for the return. We will provide you with the return shipping address and instructions.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed back to your original method of payment within 5-7 business days. Original shipping costs are non-refundable.