Five years. That's the guarantee.

Everything FELL makes is built to hold up — not just look good for the first few weeks. If a buckle fails, stitching comes apart, or hardware breaks under normal use, we'll put it right. For five years from the day you buy it.

No small print about "up to 12 months." No separate charge for an "extended" plan. Five years, on everything, from the day it arrives.

What's covered

• Buckles, clasps, D-rings and other hardware failing under normal use
• Stitching or seams coming apart
• Zips, snaps and closures that stop working properly
• Materials that break down well before they should — not just fade or soften with ordinary wear

If it's how the piece was made, we'll sort it.

What isn't covered

• Normal wear and tear — fading, softening, the odd scuff from actual use
• Damage from chewing, digging, or anything a dog does to a bed, bowl or toy on purpose
• Loss, theft, or damage from an accident outside normal use
• Items bought second-hand, without a valid proof of purchase

How to claim

Email support@fell.pet with your order number and a couple of photos showing the problem. A real person looks at every claim — not a script, not a chatbot. If it's covered, we'll repair it, replace it, or refund it, whichever makes the most sense for what's gone wrong. You won't need to post anything back before we've had a look.

We aim to reply within 24–96 hours.

Your statutory rights

This guarantee sits on top of your legal rights — it doesn't replace them. Under the Consumer Rights Act 2015, you're entitled to goods that are of satisfactory quality, fit for purpose, and as described, regardless of anything written on this page. Nothing here limits or affects those rights.

Questions before you buy?

If you're not sure whether something's covered, ask before you order — support@fell.pet. We'd rather answer a question upfront than sort out a misunderstanding later.