Refund policy

EXCHANGE & RETURNS POLICY

Last Updated: September 2, 2026

We want you to choose the right fit for your dog. For launch, Charlo Apparel Company (“Charlo,” “we,” “us,” or “our”) offers size exchanges only. We do not accept standard returns or offer refunds, subject to any rights or remedies that cannot be excluded under applicable law.

1. Size Exchanges

You may request a size exchange within 14 days of receiving your order.

Exchanges are available for a different size of the same item only and are subject to inventory availability.

2. Exchange Eligibility

To be eligible for a size exchange, the item must:

·       be unworn, unused and unwashed;

·       have all original tags attached;

·       include the original packaging; and

·       be free from dog hair, odour, stains, damage and any other signs of wear or use.

Items that do not meet these conditions will not be eligible for exchange.

3. Exchange Shipping Costs

Customers are responsible for the return shipping costs associated with a standard size exchange. Original shipping charges are non-refundable.

Any shipping charges applicable to sending the replacement item will be communicated as part of the exchange process before the exchange is completed.

4. Defective, Damaged or Incorrect Items

Defective, damaged or incorrectly fulfilled items are handled separately from standard size exchanges.

If you receive an item that is defective, damaged or different from what you ordered, please contact admin@charloapparel.com as soon as possible with your order number and details of the issue. We may request photographs or other information to assess the issue.

Where Charlo confirms that an item was defective, damaged in transit or incorrectly fulfilled, Charlo will cover the reasonable shipping costs associated with resolving the issue, as appropriate.

5. How to Request an Exchange

To request a size exchange, email admin@charloapparel.com within 14 days of receiving your order. Please include your order number and the size you would like to receive.

Please do not send an item back before receiving exchange instructions from Charlo.

6. Availability

All exchanges are subject to product and size availability. If the requested replacement size is unavailable, please contact us so we can advise you of the options available in the circumstances.

7. Contact

For questions about an exchange or an order issue, please contact:

Charlo Apparel Company
British Columbia, Canada
admin@charloapparel.com