Refund policy

Returns and refunds

You have 30 days from the day your order arrives to tell us you want to return it. Email contact@collarandcrest.com with your order number, and we will tell you what to do next.

What we will refund

Anything unused, in the condition it arrived, within 30 days. We refund the price you paid for the item to your original payment method within 10 business days of the return reaching us.

If the item arrived faulty, damaged, or is not what you ordered, we cover the return postage and refund you in full, including what you paid for delivery. Send us a photo, and we will usually sort it out without asking you to post anything back.

What we cannot refund

Engraved and personalised items. Our engraved dog tags are made to order with your dog's name on them. They cannot be resold, so they cannot be returned or exchanged unless they arrive faulty or engraved differently from what you confirmed at checkout. You will be asked to confirm the spelling before you pay.

Damage caused by use against our written instructions. The clearest example is the water bottle: it is hand wash only, and a dishwasher will shrink it permanently. We say so on the product page, on the product images, and here. Damage of that kind is not covered.

Items returned after 30 days, or returned used, washed, or without the parts they came with.

Who pays return postage?

If the item is faulty or wrong, we do. If you have simply changed your mind or ordered the wrong size, the return postage is yours. We are a small shop, and we would rather be straight with you about that than hide it.

Sizing

Getting the size wrong is the most common reason people return a harness, so please measure your dog's chest before ordering If your dog is between two sizes, follow the sizing guide on that product's page. If it still does not fit, the 30-day return stands.

Cancelling an order

If you email us before your order has been dispatched, we will cancel it and refund you in full. Once it has been dispatched, treat it as a return.

Nothing in this policy affects your statutory rights.

Who you are buying from

ABD EL GHAFAR LTD, trading as Collar and Crest.
Registered in England and Wales, company number 17432847.
Registered office: Office 20889, 182-184 High Street North, East Ham, London, E6 2JA, United Kingdom.
contact@collarandcrest.com