Refund policy
Returns & Defects
Every Paw's Line leash and collar is handmade in Newmarket, Ontario, one piece at a time. Because each piece is made in small batches or braided just for you, all sales are final. We don't accept returns or exchanges for change of mind, sizing or colour preference, so please check your size, length and colours before you order.
If something's wrong, we'll make it right
If your item arrives defective, or we sent the wrong item, email [email protected] within 14 days of delivery with your order number and clear photos of the problem.
- Paw's Line will review your claim and reasonably decide whether the item is defective.
- For approved claims, we'll repair, replace or refund the item at our discretion.
- There's no restocking fee, and we pay the return postage if we need the item back.
A defect is a problem with materials or workmanship, such as a clip that fails or a knot that comes undone in normal use, or damage in transit. Normal wear and tear, and damage from chewing, scratching or rough play, aren't defects. Please check your gear before every walk and retire any piece that's frayed or has a worn clip.
Handmade variation
Every knot is tied by hand, so small variations in colour, braid pattern or length are a natural part of a handmade piece. They aren't defects.
Order changes
Changes or cancellations are welcome within 12 hours of placing your order, before we start braiding. Email [email protected] as soon as possible.
Gift cards
Gift cards are non-refundable.
Your rights
Nothing in this policy limits any rights you have under consumer protection laws that apply to you.