Refund Policy

At Valor & Vine, each product is crafted with care and built to order. Because of the handmade and custom nature of our goods, our return policy is designed to reflect the time and materials invested in every piece.

Custom & Made-to-Order Items

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All custom, personalized, or made-to-order products are final sale.

We are unable to accept returns or exchanges on any item that has been produced to customer-specified sizing, colour combinations, hardware selections, or design modifications. This includes, but is not limited to:

• Custom sized dog collars

• Personalized or engraved pieces

• Made-to-order horse tack

• Special colour or hardware requests

Exceptions are made only in the event of a verified warranty or manufacturing defect.

Eligible Returns (Non-Custom Items)

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Select non-custom items may be eligible for return under the following conditions:

• Item must be unused

• Item must show no signs of wear

• No dirt, hair, odour, or damage

• Original condition must be maintained

• Return must be requested within the stated return window (if you’d like, we can define this — e.g., 14 days)

Any product returned that does not meet these criteria may be refused.

 

Condition Requirements

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To qualify for a return, items must be in new, resell-able condition. We cannot accept returns on products that show evidence of:
 

• Wear or use

• Scratches, bite marks, or creasing

• Hardware tarnish from use

• Hair, dirt, or environmental exposure

• Odours (including perfume or smoke)

Because our products are intended for animal use, hygiene standards are strictly enforced.

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Sizing Responsibility

 

Customers are responsible for ensuring accurate measurements prior to purchase.

We strongly recommend reviewing all sizing guides and measuring carefully before placing your order. Returns or exchanges will not be accepted due to incorrect sizing on custom or made-to-order items.

If sizing assistance is needed, we encourage contacting us before ordering.

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Warranty Exceptions

 

If your item arrives with a manufacturing defect or hardware failure, please contact us promptly. Approved warranty claims may qualify for repair, replacement, or refund at our discretion.

Photos and proof of issue may be required for assessment.

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Return Authorization

 

All returns must be approved prior to being sent back.

Unauthorized returns may be refused.

Customers are responsible for return shipping costs unless the return is the result of a verified defect or fulfillment error.