Help Em Up Harness Returns policy 2025


​Please contact us via email prior to sending your item back.  Please quote your order number and date of purchase in your email subject line.  If you're unsure of your order number, please let us know the name the order was placed under and the postal address to allow us to locate the order.  

You may return the harness for the following reasons:

  • Wrong size or style of harness - exchange only
  • Dog passed away before receiving the item - refund
  • Product defect - warranty claim and replacement item provided.  
 
Returns of used products are not eligible for a refund unless a manufacturer warranty claim has been accepted.  We will contact you regarding any returned products that have been used and are not eligible for refund, as they will be returned at the customer's expense or donated to an animal rescue or shelter.  We are also unable to offer a refund in the event of the purchaser changing their mind.  


To be eligible for exchange due to wrong size or style of the harness:
  • the harness must be intact and must not show any signs of damage, wear and tear.  Including all hair being removed.
  • the harness must not be damaged.
  • Contact must be made by email of your intention to return or exchange the harness within 5 business days of receiving the harness.
  • The product must be returned within 10 business days (see return instructions below).

All harnesses will have a thorough inspection upon return. A $10-$15 cleaning fee may be applied if there is hair still on the harness.  If there are any signs of wear and tear, or damage, the item will not be exchanged and will be returned to you instead.  In this event you are responsible for your return shipping fees.

To be eligible for refund if your pet passed away before receiving the order:
  • The product must be returned unopened, unused and in it's original packaging.     
  • ​Contact must be made by email of your intention to return or exchange the harness within 5 business days of receiving the harness.
  • The product must be returned within 10 business days (see return instructions below).

Refunds do not include shipping and handling charges.  All harnesses will have a thorough inspection upon return prior to being accepted for refund. 


To be eligible for a refund due to product defect - warranty claim
  • We are able to offer a 1 yr manufacturer warranty. 
  • Paw Prosper, makers of the Help 'Em Up Harness, warrants all harnesses, walking accessories, and speciality items against defects in materials and workmanship. This guarantee does not cover defects caused by accidents, damage due to excessive wear, unnatural abuse, modifications or alteration of the original product.   
  • The straps are made of collapsed nylon tubular webbing, which is extremely durable and break-resistant unless cut. In order to be considered a manufacturing defect, the defect would generally need to be located at the seam.  Straight cuts, mid strap are usually due to chewing and are not accepted.  Please see an example in photo below.    
  • Please send us photos and an explanation so we can forward these on to the manufacturer for assessment of the warranty claim. This typically takes 2-3 working days. Please note there is a time zone difference that affects the speed of correspondance (ie: they are closed on our Mondays).  Please let us know if you need an urgent reply and we will do the best we can to help you.  ​
Example of chewed harness. Damage away from seams are indicative of it not being a manufacturer defect. Also, straight line like this is commonly seen when chewed.
Example of chewed harness. Damage away from seams are indicative of it not being a manufacturer defect. Also, straight line like this is commonly seen when chewed.
How to return items:
​
  1. Fill out the Product Return Form below either online or manually via PDF.  Please note if you purchased online via this website, we provide refunds via the card used to make the purchase. We do not need your bank account details if you purchased online via this website, or via paypal. 
  2. Place item back into original packaging with receipt (if applicable).
  3. Please contact us for return address. Please ensure you return the item with at least tracking available.  Insurance is your choice but we are not responsible for any lost or damaged product in transit.  We are only able to refund or exchange once the product is returned intact for inspection.    
  4. Refunds will be processed within 10 business days of the item returning to site.  We will notify you when the refund is processed. 
  5. Exchanges will be processed as soon as possible and you will be notified of your new NZ post tracking number when the item is dispatched and on it's way back out to you.  
​Please note you are able to purchase a replacement or spare, front or rear half of the harness.  Some owners like to keep a second rear half on hand in case of soiling and sometimes the dogs chew the harness and a replacement half is needed.  Unfortunately, we are unable to offer this for XS harnesses as we are not able to purchase any half units of this item.  Please contact us by email and we can arrange this for you.