Refund policy

RETURN & REFUND POLICY

Because Rotten Co. products are handmade in small batches and many items are made to order, please review all product details and sizing information carefully before placing your order.

MADE-TO-ORDER & CUSTOM ITEMS

Made-to-order and custom items are final sale and cannot be returned or exchanged due to incorrect sizing, color/pattern preference, or change of mind.

For dog collars, please measure your dog's neck carefully using our Size Guide before ordering. If you're unsure which size to choose, contact us before placing your order and we'll be happy to help.

PREMADE ITEMS

Unused, unworn premade items may be eligible for return within 14 days of delivery.

To qualify for a return, the item must be in its original, unused condition and returned in its original packaging when applicable.

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Original shipping charges are non-refundable.

Please contact us before sending a return. Returns sent without prior approval may not be accepted.

DAMAGED, DEFECTIVE OR INCORRECT ORDERS

Please inspect your order when it arrives.

If your item arrives damaged, defective, or you receive the wrong item, contact us as soon as possible with your order number and photos of the issue.

If the issue is our mistake, we'll make it right.

LIFETIME GUARANTEE

Eligible Rotten Co. dog gear is protected by our Lifetime Guarantee.

The Lifetime Guarantee is separate from this return policy and covers qualifying product issues as described in our Lifetime Guarantee terms.

Normal wear and tear, chewing, misuse, improper care, damage caused by another animal, and damage resulting from incorrect sizing or use are not considered manufacturing defects unless specifically covered by the Lifetime Guarantee.

Please see our Lifetime Guarantee page for complete coverage details.

REFUNDS

Once an approved return is received and inspected, we'll notify you of the status of your refund.

Approved refunds will be issued to the original payment method. Processing times after a refund is issued may vary depending on your bank or payment provider.

ORDER CHANGES & CANCELLATIONS

Because handmade orders may enter production quickly, contact us as soon as possible if you need to change or cancel an order.

We cannot guarantee changes or cancellations once production has begun.

QUESTIONS?

Questions about a return, sizing, or an order? Contact Rotten Co. through the contact information provided on our website before sending anything back.

We'd much rather help you choose the right product the first time.

Handmade for the dogs who saved us. 🖤🐾