Refund policy
Return Policy
At CalmyCollar, we want you to be completely satisfied with your purchase. If you are not satisfied, you are welcome to return your item according to the terms below.
You have 30 days from the date you receive your order to request a return.
Return Conditions
You are welcome to try the product as you would in a physical store. For a return to be approved, the item must be unused and show no signs of use, and it must be returned in its original packaging together with all parts and accessories.
How to Make a Return
Contact our customer service team at support@calmycollar.com to start a return. Please include your order number and a brief explanation of why you are returning the item. We also appreciate any feedback on how we can improve our products.
Return Shipping Costs
You are responsible for the return shipping cost unless the return is due to an error on our part, such as an incorrect item, defective product, or damaged goods.
Delays caused by customs processing are outside our control and do not constitute a valid reason for a return.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method within approximately 7 business days. The exact processing time may vary depending on your bank or payment provider.
Returns After 30 Days
Unfortunately, we cannot accept returns submitted after the 30-day return period has expired.
Damaged, Defective or Incorrect Items
— Incorrect item or incorrect size: Contact us within 48 hours at support@calmycollar.com.
— Damaged or defective item: Contact us within 5 days and provide photos and, where helpful, a video showing the issue.
— Approved claims: We will send a replacement item at no additional cost.
— Defects discovered more than 30 days after purchase are handled under the warranty below.
Exchanges
If you would like to exchange an item for another variant or colour, contact us at support@calmycollar.com.
Once your return has been received and approved, you may place a new order. Any applicable shipping costs for the new order will be communicated to you before it is processed.
When We May Reject a Return
CalmyCollar reserves the right to reject returns that do not meet the conditions above or that are submitted after the applicable deadline.
Returns sent to an address other than the return address provided by us will not be accepted.
Changing or Cancelling an Order
We prepare orders for shipment quickly, sometimes within only a few hours. This means that we cannot always make changes after an order has been placed.
If you need to change or cancel an order, contact us within approximately 2–3 hours of purchase. We will do our best to help if the order has not already left our warehouse.
Please always double-check your details before completing your purchase.
Unclaimed Packages
If a package is not collected, the carrier may automatically return it to us.
If this happens, any applicable return shipping or handling costs may be deducted from a refund, where permitted by applicable law.
If you wish to cancel your purchase, please contact us first so we can handle the return correctly.
Warranty
In addition to your statutory consumer rights, CalmyCollar provides a 12-month limited warranty on our products, unless a different warranty period is stated for a specific product.
Warranty period: 12 months from the delivery date.
Who the warranty applies to: The original purchaser. A receipt, order number or order confirmation is required as proof of purchase.
The warranty is not transferable and applies only to products purchased directly from CalmyCollar.
What Is Covered
— Manufacturing defects
— Material defects
— Functional defects arising during normal, intended use of the product
What Is Not Covered
— Normal wear and tear, including cosmetic marks and scratches
— Damage caused by misuse, lack of care, or use other than the product's intended purpose
— Commercial use, such as rental or business use, where the product is intended for private use
— Damage caused by accidents or dropping the product
— Unauthorised modifications or repairs
How We Resolve an Approved Warranty Claim
For an approved warranty claim, we will provide the solution we consider appropriate:
— A replacement part for the affected part of the product
— A replacement product if a replacement part is not sufficient to resolve the issue
— A refund of the purchase price if neither of the above solutions is possible
Replacement parts and products will be shipped at no additional cost, including shipping, and you will not need to return the defective product unless we specifically ask you to do so.
How to Submit a Warranty Claim
Email support@calmycollar.com with:
— Your order number
— A description of the issue and when it occurred
— Clear photos of the issue and, where necessary, a short video demonstrating it
We aim to respond within one business day and confirm a solution within three business days.
Your Consumer Rights
This warranty is provided in addition to your statutory consumer rights. It does not limit or replace any rights you may have under applicable consumer protection law.
Contact
For questions about our Returns Policy, contact us at:
CalmyCollar