Returns & Refunds Policy

Eligibility

1. You may return most items within 14 days from the date of delivery. After this period, unfortunately, we cannot offer a return or exchange.

2. Proof of purchase is required for all returns and exchanges.

3. Items must be in new, unused condition. We do not accept returns for products that have been used or damaged for hygiene reasons.

Important: Customers are responsible for the cost of return shipping.

Return Procedure

In order to initiate a return, please complete the following:

1. Email us (from the email you used to order) your name under the order, order number, and why you would like to return the item to support@calmerpaws.co.uk. In this email, please be detailed as possible and provide any photographs if necessary in order to streamline the process.

2. Once approved for return, pack the item securely in its original packaging (if available), including any accessories, manuals, or freebies that came with it.

3. Ship the item back to us, we will instruct you via email where to send your item for return.

Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will be applied to your original method of payment within 7-10 business days. Please note that your bank or credit card issuer may take additional time to process and post the refund.

Exchange

We only replace items if they are defective or damaged. If the wrong size is purchased, the customer should return the item. They will be refunded (shipping costs are not refundable) and they can order the correct size from our website.

Lost/Stolen Packages

Calmer Paws is not responsible for lost or stolen packages. If tracking information shows that your package was delivered to your address, but you have not received it, please take the following steps:

1. Check with Neighbors: Sometimes packages are left with neighbors or in a safe place around your property.

2. Contact the Courier: If you still can't locate the package, please contact the respective courier directly. They may be able to provide further information or help with filing a claim.

Contact us

If you have any questions or need further assistance, please don’t hesitate to reach out to our customer service team at support@calmerpaws.co.uk or via the Contact us page on our website. We’re happy to help!