Refund policy
🐾 Return, Refund and Cancellation Policy
📦 Returns and Refunds
As all of our products are custom-made according to your selections and requested measurements, no return or refund will be accepted without prior approval.
Returns and refunds are at the sole discretion of Biowild Collars.
We reserve the right to refuse a return if the product is unlikely to be resold, particularly due to a specific color, size, or customization choice.
The product must be returned unused and in its original condition.
Any product that has been used or damaged by your dog will not be eligible for a refund.
Custom orders (made-to-measure products, name additions, special colors or dimensions, etc.) are automatically non-refundable and non-exchangeable.
💰 Refund Fees
A 15% fee will be deducted from any approved refund to cover administrative costs.
Shipping fees are non-refundable.
Please contact us before returning any product.
🚫 Cancellations
Order cancellations are possible depending on the stage of production:
- Before production begins: a 5% fee applies to cover transaction fees.
- After production has started: a 15% fee will be retained.
- Once the product is completed or shipped: no cancellation or refund will be accepted.
⚠️ Custom orders cannot under any circumstances be cancelled or refunded once production has started.
🛠️ Product Warranty
All of our BioThane® accessories come with a one-year warranty from the date of purchase, under normal use.
What the warranty covers:
- Manufacturing defects or defective materials.
What the warranty does not cover:
- Normal wear and tear, misuse, accidents, or modifications to the product.
- Incorrect sizing selected by the customer. If you select a product smaller than the recommended size, the warranty will not apply.
For warranty claims, please email info@biowildcollars.ca with proof of purchase and photos showing the defect.
Defective items will be repaired or replaced free of charge (or replaced with an equivalent product if the same model is no longer available).
📬 Orders Not Received (Lost or Stolen)
Orders that are not received will be replaced with the same product and will not be eligible for a refund.
🎟️ Promotional Codes
Promotional codes cannot be applied after an order has been placed.
Please make sure to enter your code before completing your purchase.
If you experience an issue, please contact us before submitting your payment.
Promotional codes will not be provided upon request.
💌 Customer Service
For any questions or assistance, please contact us at: