Return and Refund Policy

February 2026

Return and Refund Policy for FlexCollars LTD

At Flex Collars LTD, we want you to be completely satisfied with your purchase. This policy is in addition to your legal rights under UK law (including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013) and does not affect them.

All collars are shipped sealed with a tan security tape around the packaging or collar itself. This seal is a hygiene and reasonable use measure (similar to sealed earphones). Breaking the seal and using the collar on your dog generally means the item is no longer eligible for return under change-of-mind rights.

1. Faulty, Defective, or Not as Described Products

If the collar arrives faulty (e.g., poorly sewn, damaged in transit, or does not match the description), you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.

  • Contact us within a reasonable time (within 30 days) at mail@flexcollars.com with your order number, photos of the issue, and a description.

  • We will assess the claim (usually within 14 days).

  • If confirmed faulty:

    • We cover reasonable return postage costs (keep proof of postage).

    • Options:

      • Replacement (we send a new collar after receiving the original, or sooner if stock allows).

      • Full refund (including original delivery cost) once we receive the returned item.

  • Short-term right to reject: Full refund if notified within 30 days of delivery.

2. Incorrect Item Sent (Wrong Size, Colour, or Product)

If we send the wrong item:

  • Contact us immediately at mail@flexcollars.com with your order number and photos.

  • We will arrange collection or accept return (you may return unsealed if it's our error).

  • We cover return postage.

  • Options:

    • Replacement (we send a new collar after receiving the original).

    • Full refund (including original delivery cost) once we receive the returned item.

3. Change of Mind / No Longer Wanted

You have a 14-day cooling-off period from the day after delivery to cancel for any reason and return for a refund (including standard delivery costs).

  • Sealed items only: If the tan security tape is intact and the collar remains unused/unworn, you may return it for a full refund.

  • Unsealed/used items: If the tape is broken and the collar has been fitted to a dog (even briefly), we are unable to accept returns for change of mind due to hygiene and health & safety reasons.

  • To cancel: Email mail@flexcollars.com within 14 days with your order number. You then have a further 14 days to return the item.

  • Return postage: Customer pays (use tracked service and keep proof).

  • Refund: Processed within 14 days of receiving the returned item (or proof of postage if agreed), to the original payment method.

4. Return Process (All Cases)

  • Email mail@flexcollars.com first with your order number and reason (include photos where relevant).

  • Return to: Flex Collars LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

  • Package securely with original packaging if possible.

  • We recommend tracked postage (e.g., Royal Mail Tracked) for proof.

  • Refunds exclude any additional express delivery costs you chose.

  • We do not refund return postage unless the return is due to our error or fault.

5. Other Important Points

  • Damage caused by misuse, improper fitting, or wear and tear is not covered.

  • We reserve the right to refuse returns that do not comply with this policy.

  • Policy may be updated; check this page for the latest version.

  • Questions? Email mail@flexcollars.com.

Thank you for choosing Flex Collars. We appreciate your understanding of these measures to maintain hygiene and fairness for all customers.