Are the items suitable for my pet?

No product is indestructible, however we do vigorously test all of our product.
Please check the product regularly for signs of damage or wear and tear.

Myrtle and Willow UK cannot be held responsible for any injury or damages resulting for improper use of this product

It is up to the customer to decide if the product is suitable for their situation/ pet.

What is your return policy?

Firstly a little note from our small business....​

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We’re a small, handmade business, and every Myrtle & Willow order is made with care, time and plenty of love. ❤️

Unlike the big online retailers, we’re not Amazon — we don’t have a warehouse full of every size and colour ready to send out!

Most of our products are made to order, which means every order uses our time, materials and resources.

So, while we completely understand that sometimes you may need to return something, please don’t order multiple sizes or colours with the intention of simply trying them all and returning the ones you don't need.

This can have a real impact on a small business like ours, particularly when items have been handmade specifically for you.​

If you're unsure about sizing, colours, fittings or which product would be best for your dog, please just ask us before ordering. We’re always happy to help — and we'd much rather help you get it right first time!

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Thank you for supporting our little business and choosing handmade. We might not have Amazon's warehouse, but we do have lots of coffee, a very busy workshop and a genuine love of making lovely things for your dogs! ☕🐾

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Can I return an item if I change my mind?

Yes. If you have purchased an item online and simply change your mind, you may have the right to cancel your order under the Consumer Contracts Regulations.

You have 14 days from the day you receive your order to tell us that you wish to cancel. You then have a further 14 days to return the item to us.​

You do not need to give a reason for cancelling.

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To request a return, please contact us by email at myrtleandwillowuk@outlook.com, quoting your order number and confirming which item(s) you wish to return.

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Items should be returned in their original condition, with all accessories and packaging where reasonably possible.

You are responsible for taking reasonable care of the item while it is in your possession.

You are responsible for the cost of returning an item when you are cancelling because you have changed your mind, unless we have agreed otherwise. Please always use an appropriate delivery service and retain proof of postage.

Once the returned item has been received, we will process your refund in accordance with your statutory cancellation rights.

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For a valid cancellation, we will refund the cost of the item and the standard delivery charge originally paid. If you selected a more expensive delivery option, we are only required to refund the cost of our standard delivery service.

What if I have used the item?

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You are entitled to handle an item to the extent necessary to establish its nature, characteristics and functionality, in much the same way as you would be able to in a shop.

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However, if an item has been used beyond what is reasonably necessary to inspect it and its value has been reduced as a result, a deduction may be permitted from the refund.

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For dog leads, collars, harnesses and other dog accessories, we therefore recommend that you check the fit and inspect the item before using it with your dog.

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Please do not use an item if you believe it is damaged or defective. Contact us and we will advise you on the next steps.

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Are personalised or made-to-measure items returnable?

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Some items made specifically to a customer's requirements may be exempt from the usual 14-day change-of-mind cancellation right.

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This can include goods that are clearly personalised or made to the customer's specifications, depending on the nature of the order.

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Where an item is made specifically to your requirements, we will make this clear before you place your order wherever applicable.

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This does not affect your statutory rights if the item is faulty, not as described or not fit for purpose.

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What if my item is faulty or I believe there is a problem with it?

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If you believe your item is faulty, damaged or does not match the description provided when you purchased it, please contact us as soon as possible.

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Please include your order number and photographs of the item and the issue, where possible. This allows us to assess the problem and determine the appropriate next step.

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Depending on the circumstances, this may include a repair, replacement, refund or other appropriate remedy in accordance with your statutory consumer rights.

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Please do not continue to use a product if you believe there is a defect that could affect its safe use.

Your statutory rights are not affected by our returns policy. Goods supplied to consumers must be of satisfactory quality, fit for purpose and as described, and safety is one of the factors considered when assessing satisfactory quality.

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What if I have ordered the wrong size?

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Please contact us as soon as possible if you think you have ordered the wrong size.

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If the item is a standard, non-personalised product and you are within the applicable cancellation period, you may be able to return it under your change-of-mind cancellation rights.

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For made-to-measure or personalised items, please contact us so that we can discuss the order with you. Such items may not be eligible for a change-of-mind return because they have been made specifically to your requirements.

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We strongly recommend checking our sizing information carefully before ordering. If you are unsure about sizing, please contact us before placing your order and we will be happy to help where we can.

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What if I have ordered the wrong colour or changed my mind about my choice?

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If you have purchased a standard item online and subsequently change your mind about the colour, style or other choice, your statutory cancellation rights may apply.

However, if an item has been specifically made or personalised to your requirements, the statutory change-of-mind cancellation right may not apply.

If you are unsure whether your order qualifies for a return, please contact us before sending anything back.

How do I return an item?

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Please contact us before returning your order so that we can provide the appropriate return instructions.

Please include:

• Your name

• Order number

• The item(s) you wish to return

• The reason for your return, if you wish to provide one

• Photographs, if you are reporting a fault or damage

Please obtain proof of postage when returning an item and keep this until your return has been processed.

When will I receive my refund?

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Once we have received your returned item, we will inspect it where necessary and process your refund within the applicable legal timeframe.

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For statutory cancellations, we may wait until we have received the goods back, or until you provide evidence that you have returned them, before processing the refund.

Refunds must generally be made within 14 days of the relevant point specified by the regulations.

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Are returns accepted after 14 days?

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A standard change-of-mind cancellation must normally be notified to us within the statutory 14-day cancellation period.

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A note about dog safety

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Our BioThane® accessories are designed for their stated purpose, but no dog accessory should be considered indestructible.

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Before every use, please check your collar, lead, clips, D-rings, stitching/rivets and other components for signs of wear, damage or deterioration.

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Products should only be used for their intended purpose. For example, where a D-ring is provided on a lead handle for attaching an accessory such as a poo-bag holder, it should not be used as the attachment point for restraining or securing a dog unless the product is specifically designed and described for that purpose.

The safety and suitability of your dog's equipment should always be checked before use.

Our commitment to you

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We are a small UK business and every Myrtle & Willow UK product is made and checked with care.

If something isn't right with your order, please contact us before leaving a product unused or sending it back. We will always try to understand the issue and work with you to find the appropriate solution.

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Nothing in this returns policy affects your statutory consumer rights.

Care Instructions

Rinse product under cold/lukewarm water, if necessary, you can use a bit of mild soap and dry thoroughly with a towel.
Insect repellents may cause staining or pitting on TPU/PVC coated belts and leather products.

The hardware (with the exception of stainless steel martingale chains) is coated, so extra care and attention should be made when drying and cleaning this to prolong its life. This may scratch and fade over time.