Refund Policy for Custom Orders

At Cloud Nine Collars, each custom collar/lead or necklace is handmade and personalized to your specifications. Due to the bespoke nature of these products, the following refund policy applies:

Custom Orders

All custom collar/lead/necklace orders are made specifically for the customer and cannot be resold. Therefore:

We do not accept returns or offer refunds for custom-made items unless the item is defective, damaged on delivery, or an error was made on our part.

Customers are responsible for ensuring that all customization details, including measurements, colors, text, and design selections, are correct at the time of ordering. For custom listings, ensure to thoroughly check the description matches discussions surrounding the item. 

Defective or Incorrect Items

If you receive a collar/lead/necklace that is defective, damaged during transit, or does not match the specifications provided in your order confirmation email, please contact us within 14 days of delivery.

To process your return, please provide:

• Your order number
• A description of the issue
• Clear photographs showing the defect, damage, or error

Upon review, we may offer:

• A replacement item
• A repair or remedial work where appropriate
• A full or partial refund
• A discount on a future order

Order Cancellations

Custom orders may be cancelled within 24 hours of purchase, provided production has not yet begun. Once production has started, cancellations cannot be accepted.

Sizing Issues

As custom collars are made according to the measurements provided by the customer, we cannot offer refunds or replacements for sizing issues resulting from incorrect measurements submitted at the time of order.