Refund policy

Last updated: 22 October 2026

Cancellations before production

You may cancel your order for a full refund before we submit it to our production partner. Email support@collarandkin.com with your order number as soon as possible. We wait for your written artwork approval before supplier submission. Approval alone does not remove this cancellation option while the order is still with us and has not been submitted.

If you request a change before submission, we will hold the order while we review it with you. A changed design needs your written approval again.

Personalized products after submission

Once your approved design has been submitted for production, we generally cannot accept change-of-mind cancellations, returns or exchanges because the display is personalized for you. If you contact us at this stage, we will check whether production can still be stopped before confirming your options.

This does not affect your rights if the item is faulty, damaged, incorrect, materially different from its description or not delivered, or any other rights that cannot lawfully be excluded.

Damaged, faulty or incorrect items

If something is wrong, contact us as soon as you notice it. Include your order number and a description of the problem. Clear photos of the display, the affected area and the packaging label, where available, help us investigate. Keep the item and packaging while we review the issue. An unboxing video is not a condition of contacting us or exercising your legal rights.

We will assess the issue and arrange an appropriate replacement, refund or other remedy in line with your applicable rights. You will not be asked to pay to correct our error or a confirmed product defect. You deal with Collar & Kin; we handle the production partner.

Artwork and spelling

Please check the name, photo crop and layout in your emailed artwork preview. Tell us about any change before approving it. If the finished item does not match the approved design, contact us so we can put it right. A spelling or design choice that we reproduce exactly as you approved it is generally not a production error; we will still review the circumstances and any rights that apply.

Screen settings and printing on wood can cause small color differences. This does not excuse a faulty product or an item that is materially different from its description or approved design.

Collar compatibility

The display is intended for a collar you already own; a collar is not included. Strap width, thickness, usable length and fittings affect compatibility. Please ask before ordering if you are unsure. Do not cut or force a treasured collar to fit. If our description or guidance is wrong, contact us; a compatibility concern is not automatically excluded from review.

Returns and return costs

Contact us before posting an item so we can confirm whether a return is needed and provide the correct instructions and address. Do not return anything to the address on a shipping label or to the manufacturer without instructions from us. Do not send your pet's collar.

If a return is needed because of our error or a confirmed defect, we will arrange or cover reasonable return shipping. For any other return we agree to accept, we will explain any return shipping cost before you agree. These instructions do not limit rights you have under applicable law.

Refunds

We will confirm the outcome by email. Refunds are issued to the original payment method, unless another method is agreed or legally required. We will process refunds promptly within the applicable legal time limit. Your bank or payment provider may take additional time to display the credit. If an expected refund has not appeared, contact us and we will help trace it.

Delays and missing orders

If we cannot meet the shipment timing communicated for your order, we will notify you and explain the options to agree to the delay or cancel the unshipped order for a full refund, in accordance with applicable requirements. If your parcel is missing, contact us so we can investigate and resolve it.

Contact and your rights

Email support@collarandkin.com. Nothing in this policy limits consumer rights that cannot lawfully be excluded.

Business correspondence

Collar & Kin
Lytchett House
13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FA
United Kingdom