Collarva Return and Refund Policy

Last updated: July 25, 2026

At Collarva, we want you and your pet to be happy with your purchase. If something is not right, please contact us so we can review the situation and work toward an appropriate resolution.

This Return and Refund Policy explains the requirements for returns, refunds, replacements, exchanges, damaged products, and order cancellations.

15-Day Return Window

You may request a return within 15 calendar days after your order is delivered.

To qualify for a return, the product must be:

• Unused and in its original condition

• Clean and free from pet hair, food, treats, residue, odors, stains, scratches, bite marks, or other signs of use

• Returned with its original packaging, labels, instructions, components, and accessories

• Accompanied by a receipt, order confirmation, or other proof of purchase

Submitting a return request does not automatically guarantee approval. Collarva must review and authorize the return before the product is mailed.

Products sent to Collarva without prior authorization may not be accepted or refunded.

Hygiene and Pet-Safety Requirements

Because Collarva sells products intended for pet feeding and enrichment, we cannot accept a product that has been used, licked, chewed, washed, filled with food, or otherwise exposed to a pet, except when the product is defective or arrived damaged.

This restriction protects the health and safety of our customers and their pets.

Opening a shipping box solely to inspect the product does not automatically make it ineligible for return, provided the product remains unused, clean, complete, and in its original condition.

Starting a Return

To request a return, email hello@collarva.com within 15 calendar days after delivery.

Please include:

• Your full name

• Your order number

• The product you wish to return

• The reason for the return

• Photographs of the product and packaging, when requested

If the return is approved, we will provide return instructions and the authorized return address.

Please do not send a product to an address shown on the original package unless Collarva specifically instructs you to use that address. Products returned to an unauthorized location may be delayed, refused, or lost.

Approved products should be shipped within seven calendar days after return authorization, unless we provide a different deadline.

Return Shipping Costs

If you are returning an eligible product because you changed your mind, ordered the wrong product, or no longer want it, you are responsible for the return shipping cost.

If Collarva confirms that the product arrived damaged, defective, or incorrect, Collarva will provide an appropriate resolution and cover reasonable return shipping costs when a return is required.

Original shipping charges are generally nonrefundable unless:

• Collarva shipped the wrong product

• The product arrived damaged or defective

• The entire order is canceled because Collarva cannot fulfill or ship it

• A refund of shipping charges is required by law

We recommend using a trackable shipping service and keeping your shipping receipt. Collarva is not responsible for customer returns that are lost, damaged, or misdirected before reaching the authorized return location.

Inspection and Return Approval

Returned products will be inspected after they are received.

A refund may be denied or reduced, to the extent permitted by law, if the returned product:

• Shows signs of use, washing, chewing, damage, or contamination

• Is missing parts, accessories, labels, instructions, or packaging

• Was returned after the applicable deadline

• Was damaged through misuse, improper care, or inadequate return packaging

• Does not match the product included in the approved return request

• Was purchased from an unauthorized third-party seller

• Is otherwise ineligible under this policy

If a return cannot be approved, we will contact you using the information associated with the order.

Refunds

If your return is approved after inspection, Collarva will generally initiate the refund to the original payment method within five business days.

After Collarva issues the refund, your bank, card issuer, or payment provider may require an additional 5–10 business days to post it to your account. Processing time is controlled by the payment provider and may vary.

Unless otherwise required by law, refunds will be issued only to the original payment method. We generally cannot send a refund to a different card, account, or person.

Any promotional discount applied to the original purchase will be reflected in the refunded amount. Customers will not receive more than the amount actually paid for the returned product.

Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

If a product arrives damaged, appears defective, or is different from the product you ordered, contact hello@collarva.com as soon as possible, preferably within seven calendar days after delivery.

Please include:

• Your name and order number

• A description of the problem

• Clear photographs of the product

• Photographs of the packaging and shipping label

• A short video, if needed to demonstrate the defect

Keep the product, all components, and the original packaging until we finish reviewing the claim. We may need these materials to investigate the issue or submit a carrier claim.

If Collarva confirms the problem, we may offer one of the following remedies, depending on product availability and the circumstances:

• A replacement product

• Replacement components

• A refund to the original payment method

• Another resolution agreed upon by Collarva and the customer

Normal variations in color, texture, measurements, or appearance that do not affect the product’s intended function generally are not considered defects.

Damage resulting from chewing, misuse, improper cleaning, improper storage, failure to supervise a pet, unauthorized modification, ordinary wear, or continued use after damage appears is not considered a manufacturing defect.

Nothing in this section limits any warranty or consumer right that cannot legally be waived.

Exchanges

Collarva does not currently guarantee direct exchanges.

The simplest way to obtain a different product is to return the eligible original product and place a new order after the return is approved. Replacement products remain subject to availability.

If the original product was damaged, defective, or incorrect, contact us before placing another order so we can determine the appropriate resolution.

Nonreturnable and Final-Sale Products

The following products generally cannot be returned unless they arrived damaged, defective, or incorrect:

• Products that have been used, washed, licked, chewed, or exposed to food or treats

• Products with pet hair, residue, odors, stains, scratches, bite marks, or contamination

• Products missing original components or packaging

• Personalized, customized, or made-to-order products

• Gift cards or store-credit products

• Products specifically marked “final sale” or “nonreturnable” before purchase

• Free promotional products or gifts with purchase, unless Collarva requests their return

• Products purchased from an unauthorized third-party seller

A discounted or sale-priced product is not automatically final sale. It is final sale only if it was clearly identified as such before purchase.

These exclusions do not apply when prohibited by law.

Bundles, Promotions, and Gifts With Purchase

If you return part of a bundle, promotional purchase, or order that included a free gift, the refund may be adjusted to reflect the terms of the original promotion.

Collarva may require the return of a promotional gift when the qualifying purchase is returned. If the gift is not returned, its stated value may be deducted from the refund where permitted by law and disclosed by the promotion.

Purchases From Other Retailers

This policy applies only to eligible products purchased directly from Collarva.com.

Products purchased through Amazon, a local retailer, marketplace, distributor, or other third-party seller are governed by that seller’s return and refund policy. Please contact the original seller and provide your proof of purchase.

If you believe a third-party product has a manufacturing defect, you may contact Collarva for assistance, but we cannot guarantee a refund for a transaction processed by another seller.

Order Changes and Cancellations

If you need to change or cancel an order, contact hello@collarva.com as soon as possible.

Requests are generally considered only within 12–24 hours after purchase, but cancellation or modification is not guaranteed. Once processing or fulfillment begins, the order may no longer be changed or canceled.

If an order has already shipped, you may request a return after delivery if the product qualifies under this policy.

If Collarva cannot fulfill or ship an order, we may cancel it and issue a full refund, including applicable shipping charges, in accordance with applicable law.

Refused and Undeliverable Packages

A package that is refused, unclaimed, or returned because of an incorrect or incomplete customer-provided address may be treated as a standard return.

Any nonrefundable shipping charges, carrier fees, or return-to-sender costs may be deducted from the refund where permitted by law.

If the delivery problem resulted from an error by Collarva, we will provide an appropriate resolution without charging the customer additional shipping costs.

Late or Missing Refunds

If you have not received an expected refund:

1. Review the original payment account.

2. Contact your bank, card issuer, or payment provider.

3. Allow the provider’s stated processing period to pass.

4. Email hello@collarva.com with your name, order number, and return information.

We will confirm whether the refund was issued and provide available transaction details.

Policy Abuse and Fraud

Collarva may deny a return, refund, or replacement when there is reasonable evidence of fraud, return abuse, product substitution, false damage claims, unauthorized resale, or violation of this policy.

We may request additional information reasonably necessary to verify an order or claim.

This provision does not limit legitimate consumer rights or prevent a customer from reporting a genuine problem.

Consumer Rights

This policy does not exclude or limit any warranty, remedy, or consumer-protection right that cannot legally be excluded or limited.

If applicable law provides you with greater rights than this policy, those legal rights will apply.

Changes to This Policy

Collarva may update this Return and Refund Policy as its products, fulfillment methods, or business practices change.

The updated policy will be posted on our website with a revised “Last updated” date. The policy in effect when an order is placed will generally apply to that purchase unless applicable law requires otherwise.

Contact Collarva

For questions about a return, refund, replacement, or order cancellation, contact:

Collarva LLC
Email: hello@collarva.com