Our Return Policy

Return & Refund Policy

Thank you for shopping at Willow Pond Pointers! We want you to love your purchase, whether it's one of our handmade leashes or custom merchandise.

Because our products are made/customized specifically for you:

• All sales are final for change of mind, wrong size/color selection, or buyer's remorse.

• We do not accept returns or offer refunds/exchanges for these reasons.

We happily cover issues with quality or fulfillment:

• If your item arrives damaged, defective, misprinted, or not as described (e.g., wrong item), we'll replace it or refund you in full — at no cost to you!

• For handmade leashes: If there's a craftsmanship defect, contact us for a repair, replacement, or refund.

• For fulfilled merchandise: We'll coordinate directly with our production partner to fix it fast.

How to request a replacement/refund for a problem:

1. Contact us at Mike@willowpondpointers.com within 30 days of delivery.

2. Include your order number and photos/videos of the issue (this helps us resolve it quickly!).

3. We'll guide you from there — in most cases, you keep the original item, and we send a new one (or refund).

Exceptions:

• Lost or undeliverable packages: We'll work with you and our shipping partners to reship or refund.

• Non-returnable items: Personalized/custom engravings or hygiene-related products (if applicable).

We stand behind our products 100% when something goes wrong on our end. This policy helps keep prices fair while supporting small-batch handmade and on-demand production.

Questions? Reach out anytime — we're here to help!