Refund policy

**Returns and Refunds Policy**

At E-Collars UK we are committed to ensuring your satisfaction with our products. If you are not entirely happy with your purchase, please review our returns and refunds policy outlined below.

**Your Legal Rights**

As a consumer, you have specific legal rights under UK law. These include the right to return goods that are faulty, not as described, or unfit for purpose. Our policy is designed to comply with these rights and to offer additional benefits where possible.

**Returns and Exchanges**

– **Standard Products**: You may return items within 14 calendar days of receipt for a refund or exchange. To be eligible, items must be unused, in their original packaging, and in the same condition as when you received them. Please include your name, order number, address, and reason for return.

– **Electronic Dog Collars**: Due to hygiene and safety considerations, we cannot accept returns of electronic dog collars if they have been opened or used, unless they are faulty.

**Faulty Items**

If you receive a faulty item, please notify us within 30 days of receipt. You are entitled to a full refund or replacement. Items should be returned in their original packaging with all accessories and documentation. If a fault develops after 30 days but within the warranty period, please contact us to arrange a repair or replacement.

**How to Return Items**

1. **Contact Us**: Email us at ecollarsuk@gmail.com to inform us of your return, including your order number and reason for return.

2. **Prepare the Package**: Securely package the item, including all original packaging, accessories, and documentation.

3. **Shipping**: We recommend using a tracked shipping service, as we are not responsible for lost packages. Return shipping costs are the customer’s responsibility unless the item is faulty.

**Loss or Theft After Delivery**.

Once a parcel has been marked as delivered by the courier and confirmed as left at the specified delivery location (including but not limited to photographic evidence, GPS tracking, or delivery notes), risk and responsibility for the goods transfer to the customer.

If an item is reported as lost, stolen, or missing after successful delivery confirmation, the customer must obtain and provide a valid UK police crime reference number to support any claim. This requirement helps us investigate the matter with the courier and protect against fraudulent claims.

We reserve the right to assess each case individually and request supporting documentation before issuing any refund or replacement.
No compensation will be issued without sufficient evidence, including a valid crime reference number.

Disclaimer:
This clause does not affect your statutory rights under the Consumer Rights Act 2015. It applies only where delivery has been properly fulfilled by our courier partners.
If you believe your parcel was not delivered correctly, please contact us immediately so we can investigate further.

**Refunds**

Once we receive and inspect your returned item, we will notify you via email. If approved, a refund will be processed to your original payment method within 14 days. Please note that shipping costs are non-refundable.

**Exchanges**

For exchanges, please place a new order on our website for the desired item and return the original item as outlined above. This ensures the fastest service and availability of your preferred product.

**Contact Information**

For any questions or concerns regarding returns and refunds, please contact us at ecollarsuk@gmail.com

**Policy Updates**

We may update this policy from time to time without notice. Changes will apply to any orders received after the update.

This policy is in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For more information on your rights, please visit the UK government’s consumer rights website.

Refund policy

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