Measure first: find your dog's fit in our Size Guide →

Refund policy

Refund & Return Policy

We believe a collar says something about the bond between you and your dog. That's why we build every piece from heavy 316L stainless steel, and it's why your dog's health comes first in everything we do, including returns.

Every collar we ship is inspected and sanitized before it leaves us, so it arrives clean, checked, and ready for your dog.

Measure first. It's the easiest way to get it right.

Most returns happen because of size. Please take two minutes to measure your dog's neck before you order. Our Size Guide shows you how, step by step, with a length chart and breed examples.

Not sure? Email us your dog's neck measurement and breed at info@hdkluxdogchains.com and we'll help you pick the right size before you buy.

Why every return has a 20% restocking fee

Your dog's health is our focus. A collar or leash that has been worn, even briefly, can carry skin cells, saliva, parasites or allergens. We will never pass a returned item on to another dog without fully inspecting and sanitizing it first.

So a flat 20% restocking fee applies to every customer-initiated return, whatever the condition of the item, even if it comes back unworn. This includes size exchanges. The fee covers inspection, professional cleaning, sanitizing, and restocking.

The basics

  • Return window: 30 days from the date your order is delivered.
  • Restocking fee: 20% of the item price, on every customer-initiated return and exchange.
  • Return shipping: paid by you. We provide a prepaid USPS label with tracking.
  • How you pay the fee and label: one PayPal invoice, sent after we approve your return.
  • Your refund: the full item price, once your return passes inspection.
  • Original shipping: the shipping you paid on your order is not refunded on customer-initiated returns.
  • Sale items: can be returned under the same terms as full-price items.
  • Damaged, wrong or defective items: tell us within 48 hours of delivery, with photos. No fee, and we cover all shipping (see "If we made a mistake" below).

How to start a return

  1. Email us at info@hdkluxdogchains.com within 30 days of delivery. Include your order number, the item(s) you'd like to return, and the reason.
  2. We review and approve your request, usually within 1–2 business days.
  3. We send you a PayPal invoice for the 20% restocking fee plus the cost of the return shipping label. You'll see the exact amount before you pay.
  4. Once the invoice is paid, we email your prepaid label. The return address is printed on the label. We can't issue a label until the invoice is paid.
  5. Pack the item securely and drop it off with USPS. Please keep your tracking number.

Returns sent without approval, or without our label, can't be accepted.

Inspection and refund

When your return arrives, we inspect it. Once it's approved, we refund the full item price to your original payment method within 5–7 business days of receiving it. You already paid the restocking fee and the return label through the PayPal invoice, so nothing more is deducted. The original shipping charge on your order is not refunded. Your bank or card issuer may need a few extra days to post the refund.

Exchanges

Need a different size? Request a return as described above, then place a new order for the size you need. The 20% restocking fee applies to size exchanges too, which is one more reason we ask you to measure first.

Items we can't accept

  • Items damaged by chewing, misuse, alteration or neglect may be refused.
  • Gift cards can't be returned.
  • Opened supplements can't be returned. They are consumables, and for your dog's health and every other dog's, we can't resell them once opened. Unopened supplements may be returned within 30 days under this policy.
  • Custom or personalized items can't be returned.
  • Items bought from a third-party retailer must be returned to that retailer.

If we made a mistake

Please check your order as soon as it arrives. If you receive the wrong item, a defective item, or an item damaged in shipping, email us within 48 hours of delivery at info@hdkluxdogchains.com. Include your order number and photos of the item and the packaging.

That's on us. There is no restocking fee and we cover all shipping. We'll make it right with a replacement or a full refund, including the original shipping.

If an item you ordered is out of stock, we'll refund that item in full automatically, including tax, to your original payment method.

Questions

We're happy to help, before or after you order.

Email: info@hdkluxdogchains.com
Phone: (281) 784-0070

Thank you for trusting us with your dog.

HDK LUX Products, LLC
Veteran-owned. All items ship from Dallas, Texas.