Refund Policy

This document outlines the warranty terms, exclusions, return conditions and customer responsibilities applicable to all leather collars, leads and related accessories. It complies with EU regulations, including the EU Legal Warranty of Conformity.

1. Commercial warranty coverage

We offer a 12-month commercial warranty that covers manufacturing defects only, including:

Structural defects resulting from production
Hardware defects (buckles, metal parts) caused by faulty manufacturing
Issues with stitching caused by a production error

All products undergo strict quality control before leaving our warehouse. Items that do not meet our standards do not ship.

To submit a claim, please provide:

Order number
Clear photos/videos showing the alleged defect
Date of purchase

If a manufacturing defect is confirmed, we will repair or replace the item at our discretion.

2. Exclusions (not covered under any warranty)

The following situations void any warranty or support:

Misuse or improper handling — including full immersion in water, exposure to liquids/chemicals/sprays, use as a tie-out or restraint, or use during activities not suitable for leather goods.
Damage caused by the dog — biting, chewing, scratching, tearing, or excessive pulling beyond normal wear.
Normal wear and ageing — natural softening, patina development, minor marks, micro-scratches or colour variations typical of leather.
Heat, sun or humidity damage — drying or cracking caused by environmental exposure.
Improper cleaning — leather must only be cleaned with a slightly damp cloth. Chemical cleaners, alcohol, solvents or sprays immediately void the warranty.
Unauthorized modifications or repairs — including replacement of parts by third parties.

3. EU Legal Warranty of Conformity

In accordance with EU law, consumers are entitled to a 2-year Legal Warranty of Conformity covering defects that existed at the time of delivery.

This legal warranty does not apply to:

Misuse
Wear and tear
Damage caused after delivery
Improper care or incorrect handling
Water immersion or chemical exposure

The commercial warranty is in addition to the EU legal warranty but does not expand its scope.

4. Returns & right of withdrawal (EU)

In compliance with EU consumer rights, customers may exercise the right of withdrawal within 14 days of receiving the product, subject to the following conditions.

Eligible for return:

Items unused, unworn and in perfect, sellable condition
Items returned with all original packaging and tags intact

Not eligible for return:

Items that have been worn, tested, used or show any signs of wear
Items damaged by the customer
Items exposed to water, chemicals, dirt or odours
Products returned without authorization or outside the allowed time frame

Important — collars with an engraved pendant: Collars that include a personalized engraved pendant cannot be returned for a refund. Because the pendant is custom-made for you, it cannot be resold. However, if you are unhappy with your order or need a different size, you may exchange the collar for another collar only. The engraved pendant itself is excluded from any exchange. Please make sure you select the correct size before ordering.

How to initiate a return or exchange:

To start a return or exchange, please send an email to info@lihlo.com and include the following information:

Your order number
The reason for your return or exchange
The item(s) you wish to return or exchange
In case of an exchange: the product and size you'd like instead
In case of a defect: clear photos or a video showing the issue

We will get back to you as soon as possible with further instructions. Please do not send items back before receiving confirmation from us.

Return shipping costs are the customer's responsibility unless otherwise required by law. Successfully returned items will be refunded to the original payment method. Original shipping costs are non-refundable. You will receive an email notification once the refund has been processed.

5. Customer responsibilities

By purchasing leather pet accessories, customers agree to:

Use the product in accordance with its intended purpose
Avoid any immersion in water or exposure to chemicals
Maintain proper care of the leather using only a damp cloth
Ensure the dog does not chew or damage the product
Read and accept all warranty exclusions before purchase

6. Summary

We deliver only products that pass strict quality control
Manufacturing defects only are covered by the commercial warranty
Improper use, water immersion, chewing, chemicals, or normal wear are never covered
Returns allowed only for unused items
Collars with an engraved pendant can only be exchanged for another collar — no refunds
To return or exchange an item, email info@lihlo.com with your order number and reason
EU legal warranty remains valid for defects of conformity present at delivery