Returns & Refunds Policy

1. Scope

This Returns & Refunds Policy applies to all physical goods purchased from [YOUR DOMAIN], operated by [LEGAL ENTITY NAME]. It forms part of, and should be read together with, our Terms of Service and our Shipping & Delivery Policy.

2. Return window

You may request a return within 30 days of the delivery date shown by your carrier's tracking. Requests made after this window cannot normally be accepted, though we will always consider exceptional circumstances in good faith.

3. Condition requirements

To be eligible for a refund or exchange, an item must be:

• Unworn and unused — no signs of having been fitted on a pet for any length of time.
• Clean — free from pet hair, dirt, odours and marks of any kind.
• Complete — returned in its original packaging, with any tags, pouches or accessories included.
• Undamaged — not chewed, scratched, stretched or altered.

For clear hygiene and animal welfare reasons, we cannot accept returns of items that show signs of wear, contamination or use. Returns that do not meet these requirements may be refused, or a partial refund may be offered.

4. Items that cannot be returned

• Engraved, monogrammed or otherwise personalised items, unless faulty.
• Items marked as final sale or clearance at the time of purchase, unless faulty.
• Items purchased more than 30 days after delivery.
• Items returned without prior authorisation from our support team.

5. How to start a return

1. Email support@qandqpet.com with your order number and the reason for the return.
2. We will reply within 2 business days with return instructions and an authorisation reference.
3. Pack the item securely in its original packaging and send it to the return address we provide.
4. Send us the return tracking number once dispatched.

Please do not send items back without contacting us first. Unauthorised returns may be refused or delayed, and we cannot be responsible for parcels returned without a reference.

6. Who pays for return shipping

Reason for return	Return shipping	Original shipping
Faulty, damaged or incorrect item	Paid by us	Refunded
Wrong size chosen / change of mind	Paid by you	Not refunded

Where we cover return shipping, we will either provide a prepaid label or reimburse your reasonable postage cost on receipt of a valid receipt.

7. Exchanges

The fastest way to change size or finish is to request an exchange in your return email. We will reserve the replacement where stock allows and dispatch it once your original item has been received and inspected. If the replacement is out of stock, we will offer a refund instead.

Exchanges are subject to the same condition requirements set out in section 3. Only one exchange is available per order.

8. Refund processing

Once your return is received, we inspect it within 3 business days and email you to confirm the outcome. Approved refunds are issued to your original payment method.

Refunds are normally visible within 5 to 10 business days after we issue them, depending on your bank or card issuer. We do not control that final settlement timing. The refund is always issued in the currency you paid in.

9. Faulty or defective items

If an item arrives damaged, or develops a manufacturing defect, contact us with photographs of the fault. Where the item is faulty on arrival we will refund or replace it in full, including any shipping you paid.

All our collars carry a 12-month warranty against manufacturing defects, covering stitching, hardware failure and crystal loss under normal use. This warranty does not cover:

• Damage caused by chewing, biting or scratching by your pet.
• Normal wear, fading or patina from use over time.
• Damage from misuse, alteration, or unsuitable use (for example, using a fashion collar as a restraint device).
• Damage from contact with harsh chemicals, salt water or extreme conditions.

10. Statutory rights

Nothing in this policy excludes or limits your non-waivable statutory rights under the consumer law of your country of residence. Where you are a consumer in the European Union, the United Kingdom, Australia or another jurisdiction with mandatory consumer protections, those protections apply in addition to this policy.

11. Changes to this policy

We may update this Returns & Refunds Policy from time to time. The policy that applies to your purchase is the version published on this page at the time you placed your order, and any change will not reduce the rights you already have in respect of that order.

12. Contact

• Email: support@qandqpet.com
• Responsible entity: [LEGAL ENTITY NAME]
• Returns address: [RETURNS ADDRESS]