Refund policy
Returns & Exchanges
We want you and your dog to love your Poodle Supply products.
Before placing an order, please take a moment to carefully review measurements, colors, and product details. If you're unsure about anything, we're always happy to help before you order.
At Poodle Supply, we design and produce our products in-house in Prague.
Some products, such as Magnetic Collars and Leg Protectors, are custom-produced specifically for each order. Production begins after your order is placed, and these items cannot always be resold once manufactured.
We also keep stock of selected products, including Chain Collars, and we do our best to keep stock of popular Satin Collection products such as Martingales and Slip Leads. Stock availability may vary depending on the design and collection.
Because of this, returns and exchanges are not always possible.
Custom Production
Returns and exchanges are not normally possible for products produced specifically for your dog.
This includes:
- Magnetic Collars
- Leg Protectors made to your measurements
- Custom-sized products
- Products produced in non-standard size, color, or design combinations
Sizing & Measurements
If a product does not fit because incorrect measurements were provided when ordering, this is not considered a manufacturing defect.
That said, we understand that measuring isn't always straightforward. If there is a sizing issue, please get in touch. Depending on the product and situation, we may be able to offer an adjustment or exchange.
Such requests are evaluated individually and are not guaranteed.
Customers are responsible for all shipping costs related to exchanges resulting from incorrect measurements or ordering mistakes.
If We Made a Mistake
If we send the wrong item, make an error during production, or your order arrives damaged, we'll make it right.
Please contact us as soon as possible after receiving your order and include photographs of the issue so we can find the best solution.
Returns & Change of Mind
If you would like to discuss a return or exchange, please contact us shortly after receiving your order.
We do not provide free return shipping labels and do not cover shipping costs for returns or exchanges that are not the result of our error.
Unfortunately, we cannot accommodate return or exchange requests made weeks or months after delivery.
European Union — Right of Withdrawal
If you are located in the European Union and your order contains products that are not custom-produced specifically for your dog (such as Chain Collars or selected Satin Collection items), you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.
To exercise this right, please contact us at theresa@poodlesupply.com within 14 days of delivery. You are responsible for the cost of return shipping. Refunds will be processed within 14 days of us receiving the returned item, provided it is unused and in its original condition.
This right does not apply to products custom-produced to your specifications, including Magnetic Collars, Leg Protectors, and any custom-sized or custom-configured items.
Orders Outside the European Union
Due to customs procedures, import taxes, and international shipping restrictions, we are unable to offer exchanges for orders delivered outside the European Union.
If you're ordering from outside the European Union and have questions about sizing or product selection, please contact us before placing your order.
Questions?
Need help choosing the right size or product before ordering? Just get in touch — we're always happy to help.
Contact us
theresa@poodlesupply.com
WhatsApp: +420 606 566 339