True Paw Culture, LLC ("Company" or "we," "our," "us") offers a limited, 90-day manufacturer guarantee for the repair of product defects affecting performance. This includes material, hardware, embellishments, and incorrect personalization. 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 will be substituted at our discretion.
Terms
- Claims must be initiated within 90 days from the purchase date.
- The claimant must be the original purchaser, have a receipt or proof of purchase, and purchased item(s) directly from truepawculture.com; transfers do not qualify.
- Claims are subject to review and approval.
- Every effort will be made to repair the product back to fully performing condition, using identical components. If identical components are no longer available, a close replacement will be provided at our discretion.
- Defective products must be shipped back to us for resolution.
Exclusions
The limited, 90-day manufacturer guarantee does NOT include:
- Repair needs past 90 days from the date of the purchase.
- Damage from normal wear and tear, including, but not limited to, shattered crystals, gemstones, pearls, or other components, scratches, and indentations.
- Damage from chewing by the dog wearing the item, or any other dog, playmate, etc.
- Development of metal patina, scratches, or wear.
Procedure
- Submit the claim form below, along with a minimum of three (3) photos supporting your claim.
- Requests will be reviewed within five (5) business days.
- If approved, you will receive an email with instructions on how to ship your defective item back to us.
- Repairs will be completed within 15 business days of receipt.
- You will receive an email confirmation when your repair is complete, along with a return shipment tracking number.
Guarantee is void if item(s) have been altered, adjusted, or repaired by anyone other than us.