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Wholesale Returns Policy

All goods are sold as firm sales and under no circumstances on a sale or return basis. Should Collarways agree to a return of unwanted stock as an exception, a 20% re-stocking fee will apply. 

Lupine chewed or accidentally damaged products
Lupine products come with an 'even-if-chewed' guarantee. This is an amazing customer service you can pass on directly to your customers. If a customer brings back a chewed or damaged item to you, simply replace it with a new one. Then send the damaged item to us and we will credit your account for the item. Please do not offer your customers a refund, unless you have an extremely unhappy customer. You don't need a returns number for damaged Lupine returns, simply send them to us in the most economical way and do keep them separate from new stock, as they are usually soiled.
Damaged returns do not require an authorisation number, however, you must mark them clearly as Damaged Lupine Returns on the outside of the box or use our own Damaged Returns Label. Parcels not clearly marked may be refused. 

Zogoflex toys damaged by a dog
Zogoflex toys from West Paw Design also come with a guarantee. If a Zogoflex toy is damaged by a dog, you can offer your customer a one-time-only refund or replacement. Then send the toy back to us for recycling and we will credit your account for the wholesale value of the product. You do not need an authorisation number, but mark the parcel clearly on the outside as Damaged Zogoflex Returns 

My Good Dog Customer Satisfaction Guarantee
If your customer is not happy with the purchase of their My Good Dog product, you can offer them a one-time only refund or replacement. Please return the item to us and we will credit your account for the wholesale value of the product. You do not need an authorisation number, but mark the parcel clearly on the outside as My Good Dog Returns 

Lupine Pattern Exchange Programme
The Lupine Pattern Exchange Programme is not to be used for managing overstocks or to be used in lieu of a regular re-ordering programme. This programme is a service we offer to help you're business successfully retail Lupine products. You will need to place your order for new stock at the same time as returning old stock! Please contact the office to discuss the items you wish to return and we will advice you on the appropriate restocking options. Do not return new stock without a Collarways authorisation number clearly displayed on the outside of the box – Your parcel will not be accepted.

Stock needs to be in new condition and must not require any relabeling, adjusting or cleaning by us. A 50% re-stocking fee will apply to any stock which needs re-labelling or any other work required. Stock which is soiled or otherwise not re-saleable will not be credited. Please call the office for a returns form.

Please note that we cannot take back discontinued patterns after their returns deadline. 

Lupine Patterns return deadlines – do not return without authorisation number:
1/2" Cotton Candy - return by 15 October

Discontinued patterns which can no longer be returned
3/4" Silver Lining
1/2" Royal Gold
1/2" Noble Beast 
1" Wave Hound
1" Flower Power
3/4" Vintage
1/2" Black Cherry
3/4" Super Star
3/4" New Wave
1" Terra Cotta
1" Surf Pup
3/4" Grr-ly Dog
1/2" Flutterby
1" Oak & Maple
1/2" Gold Leaf
3/4" Picnic Basket
1" Meadow
3/4" Beetlemania
1/2" Retro Red
1/2" Upsy Daisy
1/2" Watermelon
1" Splash 
1" Brook Trout
3/4" Hold 'Em
3/4" Square Dance
3/4" Peacock
1" Monarch Read
1/2" Sunset Stripe
1/2" Ladybugs
1/2" Wee Fishies
1/2" Mini Critters
3/4" Good Heavens
3/4" Willow
3/4" North Woods
1" Moose Mania
1" On The Rock

Faulty or incorrect goods
For goods that are received damaged or faulty you must contact us within 48 hours, without using or further unpacking the goods, and return them to us by Royal Mail recorded delivery within 7 days. Goods received damaged will be replaced or a credit note issued according to your wishes, including the cost of return postage, when we have received the item(s).

Lupine discontinued Returns Documents
Please call us for a copy of our Lupine returns forms. We can either email or fax the forms to you. Read the 'Important information sheet' and sign, enter the products into the form and fax to us on 0845 345 1395. We will call you with an authorisation number. Do not return stock without an authorisation number, your parcel may not be accepted.