True Paw Culture, LLC ("Company" or "we," "our," "us") offers a limited, 30-day manufacturer guarantee for the repair of product defects. This includes material, hardware, embellishments, and incorrect personalization (if applicable). If a defect is unrepairable, a replacement matching the original item will be provided. If the original item is no longer available, a replacement of closely matched value and design will be substituted at our discretion.
Terms
- Claims must be initiated within 30 days from the date the item was received.
- Claimant must be the original purchaser, have a receipt or proof of purchase, and purchased item(s) directly from https://www.truepawculture.com; transfers do not qualify.
- Claims are subject to review and approval.
- Every effort will be made to repair the product to its original condition, using identical components. If identical components are no longer available, we will provide a close replacement at our discretion.
- Defective products must be shipped back to us for resolution.
Exclusions
The limited, 30-day manufacturer guarantee does NOT include:
- Repair needs beyond 30 days from the date customer received the product.
- Damage from dog wearing the item and rolling or rubbing on hard or other surfaces, causing glass crystals and other delicate components to scratch, shatter, or break off.
- Damage from chewing by the dog wearing the item, or any other dog, playmate, etc.
- Development of scratches or wear from use.
- Development of metal patina.
Procedure
- Submit the claim form below, along with a minimum of three (3) photos from various angles, including front, back, and sides of the product, to support your claim.
- Requests will be reviewed within three (3) business days, and you will be updated via email.
- If approved, you will receive an email with instructions and a shipping label for returning the defective item to us.
- Repairs will be completed, and the item will be shipped back to the customer within two weeks of receipt.
- You will receive an email confirmation when your repair is complete, along with a return shipment tracking number.
Guarantee is void if the item(s) have been modified, adjusted, repaired, or altered in any way by anyone other than us.