Refund policy

We want you and your dog to love your Char and Lu necklace. If something isn't right, please contact us at support@charandlu.com and we'll help.

Standard necklaces

Non-personalized Char and Lu necklaces may be returned within 30 days of delivery.

o be eligible for a return, the necklace must be in clean, undamaged, resalable condition. Trying the necklace on your dog to check the fit is okay, but returned items must be free of pet hair, dirt, odors, chewing, stretching, stains, or other signs of wear or damage.

Please contact us before sending a return so we can provide return instructions.

Personalized necklaces

Because personalized Char and Lu necklaces are made specifically for your pet, personalized items are final sale and aren't eligible for return or exchange unless the item arrives damaged, defective, or different from what you ordered.

Please double-check your pet's name before submitting your order. We make personalized necklaces using the spelling provided at checkout. If we make an error in the personalization, we'll make it right.

Size changes

Please review our Size Guide before ordering. If you need a different size for a non-personalized necklace, you may return the original necklace within the 30-day return period and place an order for the correct size.

Personalized necklaces can't be returned because of an incorrect size selection unless the product itself was made incorrectly.

Damaged, defective, or incorrect orders

Please inspect your order when it arrives.

If your necklace arrives damaged or defective, or you receive an item different from what you ordered, contact us at support@charandlu.com within 7 days of delivery. Please include your order number and, when possible, a photo showing the issue.

If the problem is ours, we'll work with you to replace the item or provide an appropriate refund at no additional cost.

Return shipping

For eligible returns due to size, preference, or another reason not caused by Char and Lu, the customer is responsible for return shipping costs.

If the return is the result of a Char and Lu error, damaged product, or defective product, Char and Lu will cover the appropriate return or replacement shipping costs.

We recommend using a trackable shipping method when returning an item. Char and Lu can't be responsible for returns that are lost before reaching us.

Return address

Approved returns should be sent to:

Pawsch Pet Company LLC
350 E 400 S
Suite 54912
Salt Lake City, UT 84111
United States

Please contact us before mailing a return. Returns sent without prior contact may take longer to process.

Refunds

Once we receive and inspect an eligible return, we'll notify you of the return status.

Approved refunds will be issued to the original payment method. Please allow additional time for your bank or card issuer to post the refund after it has been issued.

Original shipping charges are not refundable unless the return resulted from a Char and Lu error or defective product.

Cancellations and order changes

Because Char and Lu necklaces are handmade to order, please contact us as soon as possible if you need to cancel or change an order.

We will do our best to accommodate changes before production begins. Once production or personalization has started, we may not be able to cancel or modify the order.