We take pride in crafting durable gear at Banded Pines, and our warranty covers fabric wear (only if waterproofing spray is purchased and reapplied every 4-6 times the product gets wet), including tearing, fraying, or coming apart of the fabric, thread, or webbing. However, our warranty doesn't cover any damage inflicted by yourself or your dog, including scratches, staining, or discoloration of the hardware.
We also cover malfunctioning buckles within 1 year of purchase, but not scratches, staining, or damage caused by dogs or humans. If your dog pulls on the leash, we recommend a metal buckle. If your Duraventure polyacetal buckle breaks within one year of purchase, we will replace it free of charge one time. If the plastic buckle breaks a second time, you'll need to upgrade to a metal buckle, which incurs an additional $5 charge per collar.
The warranty is effective once you receive the collar. You will receive a shipping notification when you purchase a collar from us so you can track the package.
Our gear is designed to withstand tough outdoor environments, but it's not immune to damage from dog teeth, nails, or rough surfaces. Our warranty doesn't cover any damage caused by chewing, biting, scratching, rubbing against a wall or crate, or similar actions by dogs or humans. If your dog chews through a Bandana Bungee or BioThane piece of their leash, you can purchase replacement parts to repair at home by contacting us at email@example.com. Please note that our gear is not suitable for use with tie-outs.
For returns, if it has been less than 30 days since the order was shipped, please use our Returns Portal. If it has been more than 30 days, please email us at firstname.lastname@example.org with the completed Return Form, including your name, mailing address, and email or phone number. Once we receive the collar from you, we will conduct a thorough evaluation and fix any issues covered under our warranty free of charge. Please use a padded envelope or small box for shipping and ensure you pay for tracked shipping to prevent loss. Please do not use signature delivery, as our postal person will not deliver to our warehouse. We are not responsible for items lost in transit to our location, especially for international orders.
Repair time frames can vary depending on a variety of factors, so we do not provide a specific guarantee for how long it will take to repair a product. However, in most cases, we are able to complete repairs within 3-5 days.
To ensure the longevity of your gear, it is essential to re-spray it with our pet-safe waterproofing spray every 4 to 6 washes or times the product gets wet. Failure to do so may lead to stains setting in and fabric weakening, resulting in fraying. If you encounter persistent stains, try spraying with a laundry stain remover, scrubbing with soap and a brush, or contact us at email@example.com. Please note that we do not cover any damage resulting from misuse, neglect, improper care, or tampering. Also, please note that our gear is not suitable for use with tie-outs.
For unique circumstances, we're happy to work with you. Just send an email to firstname.lastname@example.org with your questions or concerns, along with proof of purchase and/or pictures of the damaged product.