Refund policy

Returns & Refunds

30-day refunds. You don't have to send the item back. If you're not happy with your order, you have 30 days from the day it's delivered to ask for a refund. The item must be unused, and we give one of these refunds per customer (details below).

What qualifies

The item is unused. Trying it on your pet at home is fine.
You ask within 30 days of delivery.
Items that were chewed, stained, or used on walks can't be refunded unless they arrived damaged or defective (see "Wrong, damaged, or defective items" below).
This is your first refund like this. We give one per customer, counted by email address or shipping address. After that, we look at each request one by one and may say no. A refund so you can order a different item counts too. Refunds for wrong, damaged, or defective items, harness size exchanges, and cancellations don't count.

How to ask for a refund

Email support@hauloft.com with your order number, the reason, and a photo of the item that shows it's unused.
We reply within 1 business day.
You don't need to send the item back. Keep it, donate it, or recycle it.

Refunds

We refund the full amount you paid for the item to your original payment method within 5–10 business days after we approve your request. Your bank or card issuer may take a few extra days to post it.

Wrong, damaged, or defective items

Our mistake, our cost. If your item arrives damaged or defective, or we sent you something different from what you ordered, email us a photo within 7 days of delivery and we'll send a replacement or a full refund. No need to ship it back. If something breaks or stops working after 7 days, email us anyway and we'll look at it one by one.

Free size exchange on harnesses

Picked the wrong harness size? Email us within 30 days of delivery with your order number and the size you need. We ship the new size at no charge, and you don't need to send the first harness back. One free size exchange per harness. If the size you need is out of stock, we'll refund the harness instead. This doesn't count toward the one-refund limit.