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Returns

You have 30 days after receiving your item to request a return.

To be eligible, the item must be in the same condition you received it: unworn or unused, with any tags, and in its original packaging. You'll also need your order number or proof of purchase.

How to start a return

Returns within the UK are free. Email us at contact@calmshops.co.uk with your order number and the item you'd like to return, or request a return from the order in your Calmshops account.

Once your return is accepted: if you have a printer, we'll email you a prepaid Royal Mail label and book a collection from your address. If you don't, we'll arrange it with Royal Mail and the driver will bring the label when they collect.

Returns go to: Calmshops LTD, 7 Redmoor Court, Bicester OX26 2LG, United Kingdom.

Items sent back without first requesting a return will not be accepted.

Damaged, faulty or wrong items

Please check your order when it arrives and email us straight away if an item is faulty, damaged or not what you ordered, ideally with a photo, so we can put it right. Collars are also covered by our 12-month warranty.

Items that can't be returned

• Food, treats, chews and supplements once the seal or packaging has been opened, for hygiene reasons
• Pressurised spray cans, such as citronella refills, once used
• Gift cards
• Sale items, unless they are faulty

Not sure about a specific item? Just ask us before sending it back.

Exchanges

The quickest way to get what you want is to return the item you have and, once the return is accepted, place a new order for the item you'd prefer.

Your 14-day cancellation right (UK and EU)

If you bought online, you can also cancel your order within 14 days of receiving it for any reason, as long as the item is unused and in its original condition. Tell us by email, then return the goods within 14 days. Sealed health or hygiene items that have been opened are excluded. This right applies alongside the rules above.

Refunds

We'll let you know once we've received and checked your return, and whether the refund is approved. Approved refunds go back to your original payment method within 10 working days. Your bank may take a few extra days to show it.

If more than 15 working days have passed since your refund was approved and you haven't seen it, email us at contact@calmshops.co.uk.

This policy does not affect your statutory rights under UK consumer law.