Xtra Dog Product Warranty
This policy covers products manufactured by Xtra Dog® and Adanac. Certain parts of this policy are also applicable to other products that are sold by Xtra Dog®
What are my rights in case of defects?
Xtra Dog® manufactures products in the UK and USA to an extremely high standard and strives to offer an excellent experience to you, our customers. In the unlikely event that your item is defective and therefore, the statutory rights in case of defects apply, you must return the product to the retailer where you purchased the product together with a valid receipt or any other proof of purchase. They will then explain the applicable procedure and timing to you. If you purchased your product directly from Xtra Dog® then you may contact us.
How long is my product covered by your warranty?
Your product is generally covered by our 6 month warranty. If your product develops a fault within this time then subject to the exclusions below we will repair or replace it for you (at our discretion).
Is normal wear and tear covered by warranty?
We manufacture all of our products to meet our superior standards. However, regardless of how carefully you use, or how well you care for your Xtra Dog® product, it will eventually begin to show age and wear. The Xtra Dog® warranty does not cover normal wear and tear.
Will my Xtra Dog® product be repaired, replaced or credited?
If your Xtra Dog® product fails or is damaged due to a manufacturing or workmanship defect, at our discretion we will repair, replace or credit.
If in our sole opinion, the goods you have returned to us are not faulty, we will reject the warranty claim and return the goods to you. If your Xtra Dog® product has special memories attached to it that make it irreplaceable to you, please let us know in advance. Products that are not clean will be rejected and returned to you and the return cost will be at your charge. This warranty gives you specific legal rights. If you should have any questions or doubts regarding your product, please contact us.
How long will my warranty return take to be processed?
Your return will be processed within approximately 14-28 calendar days from the date we have received the goods to when we ship them back to you. During peak season or if you do not follow our return policy guidelines or if the product fault is not clearly marked, the processing may take a little longer but in any case no later than 45 days from the date that we have received the goods.
How can I find out the status of my warranty return?
You will be notified by e-mail once your return has been processed. In case you received this item as a gift, please make sure you write your e-mail address on the consignment note you include in the parcel otherwise notification will be sent to the original purchaser. Unfortunately we are not able to provide regular updates on the process of warranty claims.
I have not bought my item through your Xtra Dog® online store or mobile events store. What policy should I refer to?
You must return the product to the Xtra Dog® Dealer where you purchased the product with the original purchase receipt. The authorised dealer will then liaise directly with Xtra Dog® .
Who pays for shipping?
After completing a Warranty Returns form (instructions at the bottom of this page), you will receive a UK Freepost label. We recommend using this label as it will provide tracking details if used at a Post Office. We will make a charge to you if your warranty return is not accepted. We will not refund any extra shipping charges incurred by you. If you are returning an item from outside the UK, if your warranty return is accepted we will refund reasonable delivery costs, provided that you send us satisfactory evidence of the costs actually incurred in returning the goods. If this evidence is not provided, we will refund you an estimated cost of return postage.
What if the damage/fault is not covered by warranty?
Damage or faults such as rips, tears, burns, holes, tooth marks, cuts, dog damage and incorrect usage damage are not covered under the terms of our warranty policy. We understand that even the best cared for harness or lead can meet with an unforeseen or unexplained accident. Furthermore, in some cases, damage caused by normal wear and tear can generally be repaired as well. If your Xtra Dog® product becomes damaged, Xtra Dog® will attempt to repair it, to the best of our ability for a reasonable charge and a fee will be charged for shipping. For further information on how to return your damaged/faulty item please contact us.
I have a broken/missing buckle or other sundry fault. Can this be replaced?
If your buckle is broken or if your straps have snapped we would be happy to repair this for you. You can contact us and give us a clear description of the spare part needed and we will revert to you with an approximate cost and timescale for this repair.
How do I return my Xtra Dog® faulty product?
You can return the item back to us for Warranty Evaluation. Please follow the instructions on the consignment note, complete a returns form and include a copy of the reply that you receive in your return. If you no longer have it, please let us know and we will send you a copy by email. Please ensure that the returned products are in clean condition.