Return & Refund Policy

30-Day Money-Back Guarantee

If your dog isn't calmer or you're not satisfied with your purchase, you can return the product within 30 days of delivery for a full refund — no questions asked.

We believe in our products and want you to feel confident in your purchase. Our 30-day guarantee gives you time to try the kit and see results.

EU 14-Day Right of Withdrawal

In addition to our 30-day guarantee, you have a legal right to withdraw from your purchase within 14 days of receiving your order under EU consumer protection law (Consumer Rights Directive 2011/83/EU).

You do not need to provide a reason for withdrawal during this 14-day period. Simply notify us of your decision and return the product.

How to Request a Return

To initiate a return, please contact us within 30 days of receiving your order:

1. Email us at returns@calmpets.eu with:
   • Your order number
   • Reason for return (optional but helpful for improvement)
   • Whether you want a refund or replacement
2. We'll send you return instructions and a return address within 24 hours.
3. Pack the product securely and ship it to the provided address. We recommend using tracked shipping for your protection.
4. Once we receive and inspect the returned item, we'll process your refund within 5-7 business days.

Return Conditions

To be eligible for a return, the product must:

• Be returned within 30 days of delivery (or 14 days for EU withdrawal)
• Be in its original packaging (if unused and unopened)
• Be in resalable condition (minor use is acceptable; we understand you need to try the kit)

Note: For hygiene reasons, if the vest has been worn extensively or the materials have been cut or altered, we may not be able to accept the return. Please contact us if you're unsure — we're here to help.

Return Shipping Costs

Within 14 days (EU withdrawal): We will reimburse you for standard return shipping costs (up to €10) if you provide proof of postage.

After 14 days (up to 30 days): You are responsible for return shipping costs, unless the product is defective or we made a shipping error.

Defective or incorrect products: If you received a damaged, defective, or incorrect product, we will cover all return shipping costs. Please contact us immediately.

Refund Process

Refunds will be issued to your original payment method:

• Within EU: Refund processed within 5-7 business days after we receive the return
• Bank processing time: It may take an additional 3-5 business days for the refund to appear in your account

You will receive a confirmation email once your refund has been processed.

Exchanges

If you'd like to exchange your product for a different size or kit, please contact us at support@calmpets.eu. We'll do our best to accommodate your request.

Damaged or Defective Products

If your product arrives damaged or defective, please contact us immediately at support@calmpets.eu with photos of the damage. We will:

• Send a replacement at no cost, or
• Issue a full refund, including original shipping costs

Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned:

• Digital products (e.g., PDF guides) after download
• Products that have been extensively altered, cut, or customized

Late or Missing Refunds

If you haven't received your refund within 10-12 business days after we confirmed processing:

1. Check your bank account again
2. Contact your credit card company (processing may take time)
3. Contact your bank
4. If you still haven't received your refund, email us at support@calmpets.eu

Questions?

If you have any questions about our return policy, please don't hesitate to contact us:

Email: returns@calmpets.eu or support@calmpets.eu

We're here to help and want to make sure you and your dog have the best experience possible.