Refund policy

Last updated: 3 November 2026 30-day in-walk trial Try your TrueStride on your real daily walks for a full 30 days after you receive it. If your walks aren't noticeably calmer, email us within those 30 days and we'll refund the purchase price. You don't need to keep the harness unused: the trial is there so you can test it on your walks. Free size exchanges Wrong size? Size exchanges are free. Send us a message with your order number and the size you need, and we'll sort it out. Lifetime warranty If a buckle, ring or stitch on your harness fails, we'll replace it free of charge. Email us a photo of the damage together with your order number. How do I return my order? Email help@snoeff.com with your order number and a short description of what you'd like to return. We will then send you the return instructions. Please wait for our reply before sending anything back, so your return can be matched to your order. Return postage is at your own cost, sent with a carrier of your choice, unless the item is faulty or we sent you the wrong item. Keep your proof of postage, including the tracking number. Snoeff is not responsible for return parcels that do not reach our warehouse for any reason, so always make sure you keep valid proof of postage. Refunds Once we have received your return, we process it within 14 working days. You will receive a confirmation email as soon as the refund has been started. Refunds are made to the original payment method. Depending on your bank, it may take a few more working days before the amount appears in your account. During holidays and busy periods, processing returns may take longer than usual. Your statutory rights This policy does not affect your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Contact Questions about a return, exchange or warranty claim? Email us at help@snoeff.com.