Last Updated: June 2026
1. About Us
These Terms & Conditions govern all purchases made from Official Dog Gear (“ODG”, “we”, “us”, “our”).
By placing an order with Official Dog Gear, you agree to these Terms & Conditions.
2. Products
Official Dog Gear specialises in handmade and custom-made dog equipment and accessories, including but not limited to:
- Assistance dog vests and capes
- Harnesses
- Collars
- Lead accessories
- Patches
- Bandanas
- Seatbelt covers
- Wheelchair accessories
- Custom embroidered items
As many products are handmade, slight variations may occur between photographs, digital mock-ups and the finished item.
3. Custom Orders
A custom order is any item made to a customer’s specifications.
This includes, but is not limited to:
- Custom colours
- Custom embroidery
- Custom fabrics
- Personalised wording
- Bespoke designs
Customers will receive a digital mock-up where applicable.
Unlimited revisions may be requested before approval.
Once approval has been given and production has started, no further design changes can be made.
Customers are responsible for carefully checking all wording, spelling, colours, measurements, and design details before approving a mock-up.
Official Dog Gear cannot accept responsibility for errors that were present on an approved mock-up.
4. Measurements and Sizing
Customers are responsible for providing accurate measurements where required.
Sizing Adjustments
Customers are responsible for selecting the appropriate size and providing accurate measurements where requested.
Where the measurements supplied indicate that a larger size is required than the size originally selected, Official Dog Gear reserves the right to amend the order to the appropriate size.
Any difference in price between the selected size and the size required will be payable by the customer before production begins.
If the customer does not wish to proceed with the amended size, the order may be cancelled prior to production commencing. Any refund due will be subject to the nature of the order and any work already completed.
Official Dog Gear will not knowingly produce an item in a size that is unsuitable based on the measurements provided.
Sizing recommendations are provided as guidance only.
Official Dog Gear cannot be held responsible for products that do not fit due to incorrect measurements supplied by the customer.
Where a measurement appears unusual, we may contact the customer to verify details before proceeding.
5. Payment
Full payment is required before production begins unless otherwise agreed.
Products remain the property of Official Dog Gear until paid for in full.
Prices are displayed in Pounds Sterling (£).
We reserve the right to amend pricing at any time, although confirmed orders will not be affected.
6. Production Times
All turnaround times are estimates.
While we aim to meet advertised turnaround times, delays may occasionally occur due to:
- High order volumes
- Supplier delays
- Equipment breakdown
- Illness
- Hospital admissions
- Circumstances beyond our reasonable control
Official Dog Gear shall not be liable for losses arising from production delays.
Customers should allow additional time when ordering for specific events.
7. Dispatch and Delivery
Risk in the goods passes to the customer upon delivery.
Delivery times provided by postal or courier services are estimates only and are outside our control.
Official Dog Gear is not responsible for delays caused by postal services, customs processing, weather conditions, industrial action, or other circumstances beyond our control.
Customers are responsible for ensuring the delivery address provided is correct.
Additional postage costs may apply if parcels are returned due to incorrect addressing.
8. Returns and Cancellations
Custom and Personalised Items
Under the Consumer Contracts Regulations, personalised and custom-made products are exempt from the standard 14-day cancellation right.
Therefore, custom or personalised items cannot be returned simply because a customer changes their mind.
Non-Custom Items
Non-custom items may be returned within 14 days of receipt, provided they are:
- Unused
- In their original condition
- Returned at the customer’s expense
Refunds will be issued once the item has been received and inspected.
Faulty Items
Nothing in these Terms affects your statutory rights.
If an item arrives faulty, damaged, or not as described, please contact us within 14 days of receipt.
Photographs may be requested to assist with assessment.
Where a fault is confirmed, we may offer:
- Repair
- Replacement
- Refund
as appropriate under UK consumer law.
9. Product Use and Safety
Customers are responsible for ensuring products are suitable for their intended use.
Official Dog Gear products must be inspected regularly for signs of wear and damage.
Products should not be used if damaged.
Unless explicitly stated otherwise, decorative D-rings, patches, badges, embroidery, and accessories are not designed to bear load.
Customers are responsible for ensuring any equipment used with their dog is fitted correctly and used safely.
Official Dog Gear accepts no responsibility for injury, loss, damage, or incidents arising from misuse, improper fitting, modification, or failure to inspect products.
10. Intellectual Property
All Official Dog Gear designs, logos, photographs, digital mock-ups, website content, and branding remain the intellectual property of Official Dog Gear.
Customers may not reproduce, copy, sell, distribute, or commercially exploit any Official Dog Gear design without written permission.
Where customer artwork is supplied, the customer confirms they have permission to use that artwork.
Official Dog Gear reserves the right to refuse any order that may infringe copyright, trademark, or other intellectual property rights.
11. Photographs and Marketing
Photographs and Social Media
Official Dog Gear may share photographs of completed products for marketing purposes. We will not knowingly share customer names, personal information, addresses, medical information, or private correspondence without permission.
Customers may request that photographs of their order are not used for marketing purposes by notifying us before dispatch.
12. Vouchers and Promotional Offers
Promotional codes, vouchers, and referral rewards:
- Cannot be exchanged for cash.
- Cannot be retrospectively applied to completed orders.
- May not be combined unless explicitly stated.
- May be withdrawn or amended at any time.
Referral rewards are issued at the discretion of Official Dog Gear and may be subject to minimum order values.
13. Right to Refuse Orders
Official Dog Gear reserves the right to refuse, cancel, or refund any order where:
- Required information is not supplied.
- The requested design may infringe intellectual property rights.
- The order contains offensive, discriminatory, or unlawful content.
- We believe we cannot fulfil the order to an acceptable standard.
- We believe accepting the order would not be appropriate for any lawful business reason.
Official Dog Gear considers each enquiry and order individually based on the information available at the time.
Acceptance of one order does not create an obligation to accept future orders of a similar nature.
Official Dog Gear reserves the right to exercise its discretion when considering whether to accept an order.
14. Limitation of Liability
Nothing within these Terms excludes liability that cannot legally be excluded under English law.
Subject to this, Official Dog Gear shall not be liable for:
- Indirect losses
- Consequential losses
- Loss of profit
- Loss of business opportunity
- Loss of goodwill
arising from the purchase or use of our products.
Our total liability shall not exceed the amount paid for the product concerned.
15. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes shall be subject to the jurisdiction of the courts of England and Wales.
16. Customer Privacy and Confidentiality
Official Dog Gear respects the privacy of all customers.
We will not disclose details of customer orders, communications, personal circumstances, disabilities, medical information, or purchasing decisions to third parties unless:
- We have the customer’s express permission;
- We are legally required to do so; or
- Disclosure is necessary to protect our legal rights.
Enquiries from third parties regarding specific customers or orders will not generally be discussed.
Official Dog Gear reserves the right to keep customer communications confidential.
17. Order Acceptance and Business Discretion
Official Dog Gear considers each enquiry and order individually.
We reserve the right to accept, decline, cancel, or refund any order at our discretion where we believe doing so is appropriate, lawful, or in the best interests of the business.
Acceptance of one order does not create an obligation to accept future orders of a similar nature.
Each order will be assessed based on the information available at the time of purchase.