Exchanges & Returns
Do you allow exchanges or returns?
Everything in our store is handmade to order and to the highest standards. Unfortunately, we do not refund or exchange items that have been personalised unless the item is faulty.
If the item you have purchased is faulty, please email us at email@example.com with photos of the fault. We will gladly issue you with an exchange or refund of your choice.
What if the collar I ordered does not fit my dog correctly?
We cannot accept items that are not in a re-saleable condition (ie. leather has been marked when trying it on). When you receive your collar, please try on your dog first without doing up the buckle. Exchange is not guaranteed and is subject to our review of the returned product.
How do I return an item?
Please re-package your item carefully so that it returns to us undamaged. You will be responsible for the package until we receive it so please make sure your item is insured and/or able to be tracked. We recommend using an insured postage/courier method as we cannot accept responsibility for items not shipped by ourselves.
Our collection is carefully and individually handmade in Sydney, Australia, with lots of love and care. We have to point out that when working with materials such as full-grain leather, some variances are expected but we feel these add to the character of the product. For more information on the leather we use, refer to here.
The lifetime of a Hobie Collective piece is determined by the care, wear and elements each item is subjected to. Product breakage due to chewing, water exposure or anything else that compromises the integrity of the material beyond normal wear is not a manufacturer's defect.
Tarnishing, fading and metal scratches are all considered to be parts of normal wear and tear and Hobie Collective will not replace items due to these factors.
A manufacturer's defect such as fittings failure will be replaced if we are notified of the issue within 6 weeks of purchase. Please contact us at firstname.lastname@example.org regarding any issues.