Refund policy

Refund & Return Policy

Gus & Co offers a 30-day return policy for eligible unused items. Size exchanges must be requested within 7 calendar days of delivery.

Size Exchanges

If your item does not fit properly, contact store@guspets.com within 7 calendar days of the confirmed delivery date to request a size exchange.

You may briefly try the item on your dog to check the fit. It must otherwise remain clean and in its original condition, without damage, odors, stains, bite marks, scratches, or other signs of use beyond a brief fitting. All original packaging, tags, accessories, and components must be included.

For an approved size exchange, you only pay the shipping costs, including the cost of returning the original item and shipping the replacement to you. There is no additional product charge for exchanging the same item for a different size.

We will confirm the shipping costs and provide instructions before you proceed. Size exchanges are subject to availability and inspection of the returned item. Please obtain approval before sending your item back.

Return Eligibility

You have 30 calendar days after receiving your order to request a standard return for a refund.

To qualify, your item must be unused, unworn, and in its original condition, with its original packaging, tags, accessories, and all included components. Proof of purchase is required.

Items with pet hair, odors, stains, bite marks, scratches, damage, or other signs of use are not eligible for a standard return.

Please review our sizing guide and product details before ordering. Refund requests due to unsuitable sizing, appearance, or a change of mind must meet these unused-condition requirements. For items briefly tried on to check the fit, please refer to Size Exchanges above.

These requirements do not prevent you from reporting an item that arrived damaged, defective, incorrect, or incomplete.

How to Request a Return

Contact store@guspets.com within 30 calendar days of delivery. Include your order number, the reason for your return, and clear photos showing the item’s current condition.

If your return is approved, we will provide return instructions, the return address, and any applicable return-label cost.

Please obtain approval before sending your item back. Items returned without prior approval may not be accepted.

Return Shipping Costs

Customers are responsible for return shipping costs for standard returns.

If we provide a prepaid return label, its cost will be disclosed before you proceed and deducted from your approved refund. A prepaid label does not mean return shipping is free.

If we authorize you to arrange your own return shipping, you will pay the carrier directly. We will not deduct an additional return-label fee.

Original shipping charges are non-refundable for standard returns. Approved claims for items that arrived damaged, defective, or incorrect are handled as described below.

Damaged, Defective, Incorrect, or Incomplete Items

Please inspect your order promptly after delivery.

Items that arrive damaged, defective, incorrect, or with missing components must be reported to store@guspets.com within 7 calendar days of the confirmed delivery date.

Include your order number, a detailed explanation of the issue, and clear photos. Where reasonably necessary to verify the issue, we may request video evidence or additional information.

If the harness, tether, buckle, stitching, or another component appears damaged or defective, stop using the product.

All claims are subject to review. We will advise whether a refund, replacement, or another appropriate resolution is available. If an approved claim requires a return, we will provide return instructions and cover the approved return shipping cost. Original shipping charges will also be refunded if we approve a full-order refund because the order arrived damaged, defective, or incorrect.

Claims reported after 7 calendar days may fall outside this arrival-issue process. This reporting window does not limit applicable statutory consumer rights or warranty rights.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method within 10 business days, less any applicable shipping deductions described in this policy.

Your bank or payment provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, contact store@guspets.com.

Your Consumer Rights

Nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded or limited under applicable consumer protection laws.