Returns & Refunds Policy

Last updated: August 2026

Your Right to Return

Under UK Consumer Rights, you have 14 days from receiving your order to return items for any reason - no questions asked.

This is called your "cooling off period" and is your legal right.

Standard Returns (Change of Mind)

What You Can Return

• Unworn, unused collars in original packaging
• Individual charms in original packaging
• Items that don't fit your dog
• Items you simply changed your mind about

What You Cannot Return

• Custom/personalized collars: If made to your specific color/size/charm combination and you ordered the wrong specification
• Used or worn items: For hygiene reasons
• Damaged packaging: Items removed from packaging and unable to be resold

Return Window

• 14 days from delivery date
• We recommend returning within 7 days to ensure processing time

How to Return an Item

Step 1: Contact Us

Email [your email] with:

• Your order number
• Item(s) you want to return
• Reason for return (helps us improve)

Step 2: We'll Respond

Within 1 business day, we'll send you:

• Return confirmation
• Return address
• Instructions

Step 3: Pack Your Item

• Original packaging preferred
• Include all components (collar, charm, packaging)
• Securely packaged to prevent damage in transit

Step 4: Ship Your Return

• You pay return shipping for change-of-mind returns
• Keep proof of postage
• We recommend tracked shipping (not required but safer)

Return address: [Your returns address]

Step 5: We Process Your Return

• Inspected within 2 business days of arrival
• Refund issued within 14 days of receiving return
• Email confirmation sent

Refund Method

• Refunded to original payment method (same card you used)
• Appears in 5-10 business days depending on your bank
• Refund includes product price
• Original shipping is free so nothing to refund there
• Return shipping costs are not refunded (you pay those)

Faulty or Incorrect Items

Different rules apply if we made a mistake or sent a faulty item.

What Qualifies

• Faulty: Defective materials, broken on arrival, doesn't work as described
• Damaged in transit: Arrived broken or damaged
• Wrong item: We sent the wrong color, size, or product
• Not as described: Significantly different from our website description

What We'll Do

1. Free return shipping: We send you a prepaid label
2. Fast replacement or refund: Your choice
3. Processing: Within 3 business days of receiving return

How to Report

Contact us within 48 hours of delivery with:

• Order number
• Photos of the fault/damage/incorrect item
• Description of the issue

Email: [your email]

Partial Returns

Bought multiple items? You can return some and keep others:

• Each item qualifies for the 14-day return separately
• Refund is for returned items only
• Process is the same

Exchanges

We don't offer direct exchanges. To get a different size/color:

1. Return the original item (follow standard return process)
2. Place a new order for what you want
3. We'll process your refund when we receive the return

This ensures you get your new item faster than waiting for the exchange.

Return Inspection

When we receive your return, we check:

• ✅ Returned within 14 days
• ✅ Unused and in original condition
• ✅ All components included
• ✅ Original packaging intact

If everything passes: Full refund

If condition issues are found:

• We'll email you with photos and options
• You can agree to partial refund, or we return item to you
• We never process disputed refunds without your approval

Late or Lost Returns

If Your Return Gets Lost

• Contact us with your proof of postage
• We'll investigate and work with you to resolve
• This is why we recommend tracked shipping

If You Miss the 14-Day Window

• Contact us anyway - we may still accept it
• We're reasonable people and assess case-by-case
• Earlier than 30 days has better chance of acceptance

Refund Issues

Refund Not Received?

If 14 days have passed and you haven't received your refund:

1. Check your bank account (it might be pending)
2. Contact your bank (can take 5-10 days to process)
3. Still nothing? Email us at [your email]

We'll investigate and provide proof of refund from our end.

Non-Returnable Situations

We cannot accept returns if:

• ❌ Item shows signs of use or wear
• ❌ Returned after 14 days (without our prior agreement)
• ❌ Customized item (if you ordered wrong specs)
• ❌ Missing original packaging or components
• ❌ Item damaged due to misuse

Damaged in Transit to You

If your item arrives damaged:

1. Don't refuse the package - accept it so we can process claim
2. Take photos of packaging and damage
3. Contact us within 48 hours with photos
4. We'll arrange replacement or refund immediately

Contact for Returns

Email: [your email]
Response time: Within 1 business day
Returns address: [Your returns address]

Your Statutory Rights

This policy doesn't affect your statutory rights under:

• Consumer Rights Act 2015
• Sale of Goods Act
• Consumer Protection regulations

If a product is faulty, you have additional rights beyond this policy.

Questions?

Not sure if you can return something? Contact us first:

• Email: [your email]
• We'll clarify your specific situation
• We're here to help, not create barriers

Remember: 14 days from delivery, unused condition, original packaging = hassle-free refund.