Returns Policy
Returning Goods
Our returns policy is really simple:
If you purchase one of our leads, and you decide that it is not the right product for you and your dog, you can return it in a resalable condition within 30 days of your product delivery date. A refund will be issued on receipt of goods, or proof of postage.
We are a small company with a deep care for attention to detail. Every single one of our products is checked and hand packaged by us - so we know what condition they leave us in. So if you change your mind, and you return it in the same condition that you bought it, we will be happy to refund you.
What does resalable mean?
A lead which isn’t muddy, stained, or otherwise dirty.
A lead which isn’t covered in chew marks or in multiple pieces.
A lead that hasn’t been trailed along the beach or through the woods for a couple of weeks before you change your mind!
Organising a refund:
It doesn’t need to be in its original packaging - though if you’re feeling eco-friendly, we recommend it.
Just complete our returns form below with details of your order, and we’ll email you with next steps.
Consumable Products and Waterproofing treatments
We cannot accept returns on natural balms once they have been used. We cannot accept returns on any products once they have been waterproofed. Please ensure that you are happy with your products before making the decision to apply a waterproofing treatment.
Faulty Goods
As mentioned, every single one of our leads is checked and hand packaged by us, to try and ensure that your lead arrives to you in perfect condition. However, we absolutely appreciate that there might be something we miss, and sometimes products can get damaged in transit.
If you are concerned that your product may have arrived to you in less-than-perfect condition, or that it may have a fault - you can contact us within 30 days of your product delivery date. We will ask you to send photos of the issue with your product, so that we can offer you the best resolution possible - normally either a replacement, or the option to return for a refund.
If you are concerned your lead may be faulty, please email us at customerservice@willowandporter.com and we’ll be happy to assist.
The life of your lead after 30 days
We haven’t designed indestructible leads which will stay in perfect condition - we would be disappointed if they did. We have designed leads that are soft and comfortable as much as they are strong, and materials which age gracefully, just like our dogs do. We fully expect that your lead will get muddy and the leather will wear and scuff. The Cotton will soften and expand over time. Our leads are designed to be used and enjoyed, and taken on adventures.
Everyone lives differently and uses their leads differently. We are confident that the overwhelming majority of our customers will love our leads as much as we do. However, if after many seasons of use that isn’t the case - you’re welcome to get in contact and share your feedback. We look forward to hearing from you.
