3rd November 2025

Return and Refund Policy for FlexCollars LTD

We aim to ensure your satisfaction with our e-collar straps. This policy complies with the Consumer Contracts Regulations 2013, Consumer Rights Act 2015, and Digital Markets, Competition and Consumers Act 2024. This policy is offered in addition to your legal rights as a consumer, which are not affected by it.

Your Legal Rights

When you buy goods from us, you have legal rights under the Consumer Rights Act 2015. These include the right to claim a refund, replacement, repair, and/or compensation where the goods are faulty, not as described, or do not do what they are supposed to. You have up to 6 years to make a claim for faulty goods (5 years in Scotland), though the remedy may vary depending on the time elapsed and circumstances. For the first 6 months after purchase, we must prove the goods were not faulty if you return them; after that, you may need to prove they were faulty when bought. These rights apply regardless of any warranty or guarantee.

For online purchases (distance sales), you also have additional rights under the Consumer Contracts Regulations 2013, including the right to cancel your order without giving a reason, as detailed below.

14-Day Cooling-Off Period for Distance Sales

You have 14 days from the day after delivery to notify us that you want to cancel and return unused items for a full refund, including the cost of standard delivery (we will refund the cheapest delivery option we offer, even if you chose a more expensive one). You then have another 14 days to return the goods.

To cancel, email us at mail@flexcollars.com with your order number. You do not need to provide a reason.

Personalised items (e.g., logo-stitched collars) are exempt from this cancellation right and non-returnable unless faulty, not as described, or otherwise in breach of your legal rights.

Faulty Goods

If an item is faulty, not as described, or does not do what it is supposed to, you are entitled to a full refund (including original delivery costs), repair, replacement, or partial refund, depending on the circumstances and timing.

Contact us as soon as possible at mail@flexcollars.com with your order number and details of the issue. For the short-term right to reject (full refund), notify us within 30 days of delivery. Beyond that, you may still be entitled to a repair, replacement, or partial refund.

We will assess the fault and respond within a reasonable time, aiming for 14 days where possible. If we confirm the fault, we will cover the cost of returning the item to us.

Return Process

For cancellations or returns:

• Email mail@flexcollars.com with your order number and reason (if applicable).

• Return the item unused (unless faulty) and in its original packaging to: Flex Collars LTD, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

• For cancellations (change of mind), you must pay the return postage costs (e.g., via Royal Mail Large Letter, approximately £1.75). If we did not inform you of this before purchase, we will reimburse reasonable return costs.

• For faulty items, we will reimburse reasonable return postage costs (keep proof of postage).

We will process refunds within 14 days of receiving the returned goods (or proof of postage for items we agree you do not need to return). Refunds will be made to your original payment method.

Exceptions

• Hygiene items (e.g., collars that have been worn or used) cannot be returned for change of mind, but you retain your full legal rights if they are faulty, not as described, or otherwise defective.

• We do not offer refunds or returns for items damaged by misuse, attempted repair, or if you knew they were faulty at purchase.

• Perishable or custom-made items (beyond personalisation) may have additional restrictions, but your legal rights remain unaffected.

Changes to the Policy

We may update this policy from time to time. Please check it regularly. Last updated: 14th October 2025.

Contact Us

For any questions or returns, email mail@flexcollars.com, or send items including the original invoice to: Flex Collars LTD, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.