Before returning an item, please contact us. A harness may seem too large if all 4 straps have not been adjusted properly or you are new to our unique chest strap fit and restraint-free methods.
If you purchased through other online or store retailers, please contact retailer directly for their specific return policy.
If you purchased directly from Softouch Concepts and the product is in new, unused condition (free of dirt, pet hair and or odor) - we will issue a refund for the full paid price of the product (shipping is not included) up to 30 days after the purchase date. Note - instruction booklet/tags can be removed. Please indicate your order number or provide a copy of the sales receipt included in your original order.
We suggest using US First Class Mail - insured. Before shipping, contact us to receive a "Return Number" and complete the Return Form (enclosed with your Softouch order) or (click here for a downloadable version).
- Shipping charges are not refundable.
- Return shipping costs are the responsibility of the customer.
- Refunds are credited to original credit card/form of payment, when return is received with 30 days of purchase.
- Please allow up to two billing cycles for the credit to appear on your statement
For items you wish to exchange, please follow the return instructions above, and then place a new order for the items you would like. If you would like help with harness sizing, please call, we are happy to help!
- Exchanges are handled as separate transactions.
- Please note shipping charges are not covered in the exchange.
If the return is for defects in material or workmanship, please call us regarding a warranty review within 30 days of the purchase date and complete the Return Form (enclosed with your Softouch order).
- Please note, our products are not warranted for chewing damage, uses not consistent with instructions, normal wear and tear or abuse.
Products that fall under warranty will be replaced with the same product or repaired at our discretion and will be shipped back to you First Class Package at no charge.
If you are interested in another size, color or model, please indicate on the return form. We will contact you regarding the new purchase and its net cost.
Attn: Returns Softouch Concepts, Inc. 29460 Union City Blvd Union City, CA 94587
Questions? Call (866) 305-6145, toll free
Cancellation of Your Order
You can cancel your order with us anytime before the product ships. Keep in mind that we typically ship the next day. Please call our toll free number, send a fax or email us. We will confirm your cancellation request and cancel the order or let you know if the product has shipped.
- Please note, we do not charge your credit card until we ship your order. If your order has shipped - see "Returns" above.
Please contact us if you have any questions.