Return & Refund Policy

Last Updated: August 10, 2026

1. Your Returns in Short

We accept returns and exchanges within 14 days of delivery, and approval is required before you send anything back. Where the fault is ours, we pay return shipping, and for change-of-mind returns, you cover it. We never charge a restocking fee.

Refunds are issued to your original payment method within 5 to 10 business days of approval, and exchanges are dispatched within 3 to 5 business days of approval. Original shipping charges are refunded only when the fault is ours. Our product guarantee covers manufacturing defects for 30 days, and you can cancel an order within 12 hours of purchase or before it has been processed.

2. Do We Accept Returns?

Yes, we do. We gladly accept returns within 14 days of delivery for eligible items in new, unused condition with original tags and packaging.

Because our products are worn by pets, hygiene and safety standards apply to every return. Please read the conditions in Section 4 carefully before sending anything back, so there are no surprises for either of us.

3. Return Window

You have 14 days from the date of delivery to request a return.
The delivery date is the date recorded by the carrier on your tracking information.
Requests made after 14 days cannot be accepted.

If you are close to the deadline, just email us. Getting the request in on time is what matters.

4. Return Eligibility Conditions

To protect the health and safety of every pet who receives one of our pieces, returned items must be:

Unworn
Unused
Unwashed
Free of pet hair, stains, and odors
In their original packaging
With all original tags still attached
In resalable condition

Items that do not meet every one of these conditions are not eligible for return or exchange. This is how we make sure no customer ever receives something that has been on another animal.

5. Non-Returnable Items

The following cannot be returned or exchanged:

Gift cards
Personalized or custom-made items
Final sale or clearance items
Products showing signs of wear, pet hair, stains, odors or damage
Items returned without original tags or packaging

Every one of these exclusions is clearly marked on the relevant product page before you buy.

6. Sale, Clearance and Final Sale Items

Sale, clearance, and final sale items are not eligible for return or exchange. This is stated on the product page before purchase, so you always know what you are buying.

This does not affect your position if a sale item arrives damaged, defective or incorrect. In those cases, we will absolutely put it right. Please see Section 15.

7. Refund Exceptions

Refunds are not available for:

Final sale or clearance items
Gift cards
Personalized or custom-made products
Items that have been worn, washed, damaged, or altered
Items returned with pet hair, stains, odors, or signs of use
Returns requested outside the 14-day return window

8. Approval Is Required Before You Send Anything Back

Please do not ship an item back to us before contacting us first. Unauthorized returns may be refused and sent back to you at your expense, which is a frustrating outcome we would much rather avoid.

Getting approval takes one email, and we reply within 24-48 hours.

9. How to Start a Return or Exchange

Email our Customer Care team at hello@leidiandco.com within 14 days of delivery.
Include your order number and the reason for your return or exchange request.
If your item is damaged, defective, or incorrect, attach clear photographs.
We will review your request and reply within 24-48 hours.
If approved, we will send you detailed return instructions along with the return shipping address.
Pack the item securely in its original packaging with all tags attached, and ship it back using the instructions provided.
Once we receive and inspect the item, we will confirm approval and process your refund or exchange.

10. How Returns Are Handled

Approved returns are shipped back to us by the customer using the instructions in your approval email. We do not offer in-person drop-off or courier collection at this time.

Please hold on to your return tracking number until your refund has been confirmed. We are not able to refund an item we have not received, and tracking protects you if anything goes astray on the way back.

11. Who Pays Return Shipping

This comes down to the reason for the return, and we think that is the fairest way to handle it.

We pay when the fault is ours. If your item arrived damaged, defective, or incorrect, or if we made an error with your order, we provide a prepaid return label at no cost to you.

You pay for change-of-mind returns. If you are returning an item because it did not suit you, you ordered the wrong size, or you simply changed your mind, return shipping is your responsibility.

A return label is provided for eligible returns either way. Where the return is not our fault, the cost of that label may be deducted from your refund, and we will always tell you the exact amount before you send the item back. You will never be surprised by a deduction you did not agree to.

12. Restocking Fees

No. We do not charge restocking fees on any return, ever.

13. If a Return Does Not Meet Our Eligibility Requirements

If a returned item does not meet the conditions in Section 4, the return may be declined, and the item will be shipped back to you.

Where this happens, our Customer Care team will contact you to explain the reason clearly and talk through any available options. We will never quietly keep a returned item. It is either refunded or returned to you.

14. Exchanges

Yes, we offer exchanges.

Exchange window: 14 days from the date of delivery.
Eligibility: The same conditions listed in Section 4 apply.
Processing time: Your replacement is dispatched within 3 to 5 business days after the returned item has been received and approved.

Exchanges are subject to stock availability. If your requested replacement is unavailable, we will offer you an alternative or refund you to your original payment method, whichever you prefer.

15. Wrong, Defective, Damaged, or Missing Items

We are so sorry if your order is not exactly as expected. Here is precisely what to do in each case.

If you receive the wrong item or believe your item is defective, contact our Customer Care team within 7 days of delivery. Include your order number along with clear photographs of the item received and its packaging. We will review it promptly and provide the most appropriate resolution, whether that is a replacement, an exchange, or a refund. You will not pay return shipping in these cases.

If your item arrives damaged, contact our Customer Care team within 7 days of delivery with your order number, a brief description of the issue, and clear photographs of both the damaged item and the original packaging. We will review the issue and provide the best available resolution, such as a replacement or a refund, at no cost to you.

If part of your order is missing, contact our Customer Care team within 7 days of delivery with your order number and details of the missing item or items. We will investigate as quickly as possible and make sure you receive everything you paid for.

In all three situations, the resolution is ours to fund. You will not be charged return shipping, replacement costs, or restocking fees.

16. Refund Processing Time

Refunds are processed within 5 to 10 business days after your returned item has been received, inspected, and approved.

Once we process it, the funds are released to your payment provider. Depending on your bank or card issuer, it may take a few additional days for the money to appear in your account. That final step is controlled by your financial institution and sits outside our control, but we are happy to provide a refund confirmation if your bank asks for one.

17. Refund Method

All refunds are issued to the original payment method used at the time of purchase. We are not able to refund to a different card, account or payment method.

If your original payment method is no longer active, please contact our Customer Care team, and we will work with you on an alternative resolution.

18. Are Original Shipping Charges Refunded?

Original shipping charges are non-refundable.

The one exception is where the return is the result of our error, such as an incorrect, damaged, or defective item. In those cases, the full amount you paid, including original shipping, is refunded.

19. Partial Refunds

Partial refunds may be issued in limited circumstances, including:

When an item is returned with signs of use
When an item is missing its original packaging or tags
When only part of an order is returned

Every request is reviewed individually to ensure a fair outcome, and we will always explain the reason for a partial refund and the amount before it is processed.

20. Canceling Your Order

You can cancel or modify your order within 12 hours of placing it, or before the order has been processed or shipped, whichever comes first.

Please note:

Orders that have already been processed or shipped cannot be canceled.
Customized or personalized items cannot be canceled once production has begun.
Leidi & Co. does not charge cancellation fees.
If your order has already shipped, this Return & Refund Policy applies instead.

To request a cancellation, email our Customer Care team immediately with your order number.

21. Product Guarantee

At Leidi & Co., we are committed to providing thoughtfully designed, quality products, and we stand behind them.

If your item arrives with a manufacturing defect or workmanship issue, contact our Customer Care team within 30 days of delivery. We will carefully review the issue and, if confirmed, provide an appropriate resolution such as a replacement or a refund.

This guarantee does not cover:

Normal wear and tear
Accidental damage
Improper use or misuse
Damage resulting from failure to follow the care instructions provided with the product

The guarantee sits alongside your rights under applicable consumer protection law and does not replace them.

22. Return Address

Return address will be provided in your return approval email. Please do not send items to any other address, as we cannot process returns received outside our approved returns process.

23. Talk to Us About a Return

If you are unsure whether your item qualifies, just ask. We would rather help you work it out than have you send something back that we cannot accept.

Leidi & Co., LLC
Email: hello@leidiandco.com
Phone: +1 (310) 966-0059
Support Hours: Monday to Friday, 09:00 AM to 05:00 PM (Pacific Time / PT)
Response Time: Within 24-48 hours