Refund and Returns Policy

The Fit Guarantee

Sizing a wheelchair is the hardest part of buying one, so we take the risk on it.
If the chair you ordered does not fit your dog, contact us within 30 days of
delivery and we will send the size that does.

How it works

1. Email help@oldpalpets.com with your order number, your dog's rear leg height
   and their weight. A photo of your dog standing in the chair helps.
2. We confirm which size to swap to before anything is posted, so the
   replacement is right the second time.
3. Send the original chair back. You cover the return shipping. We cover
   shipping the replacement out to you.

The chair needs to come back in resalable condition: clean, undamaged and with
all straps, hardware and packaging. Normal indoor trial use is expected and
fine. A chair that has been used outdoors in mud or wet, cut, drilled or
modified cannot be exchanged.

Refunds

The Fit Guarantee is an exchange. We will refund instead of exchanging when:

- No size in our range fits your dog. We refund in full, including your original
  shipping, and you do not need to return anything until we ask.
- The chair arrives damaged, faulty or not as described. We replace or refund at
  our cost, including return shipping. Send photos to help@oldpalpets.com within
  7 days of delivery.
- You cancel before the order ships. Contact us as soon as possible. Orders are
  sent to our fulfilment partner quickly, so we cannot promise to catch it.

Approved refunds go back to the original payment method within 5 to 10 business
days of us receiving the return. Your bank may take a few days more to show it.

Changes of mind

If you simply no longer want the chair, contact us within 30 days of delivery.
Return it in resalable condition at your own cost and we will refund the
purchase price. Original shipping is not refunded.

Items we cannot take back

Used harnesses and straps that have been soiled, and any item returned more than
30 days after delivery.

Questions

help@oldpalpets.com. We answer every message.