Refund policy

30-Day Results Guarantee
We stand behind BIO-COLLAR™. If you don't see the results you expected within 30 days of receiving your order, we'll give you your money back, and you don't need to send the collar back.

How to claim your guarantee
Email support@petshielded.co.uk within 30 days of receiving your order and include:
1. Your order number and the name or email address you ordered with.
2. A photo of the collar fitted on your pet.
3. A short description of what happened (how long it's been worn and what you're seeing).

We may first suggest a quick fix that often solves the problem, such as adjusting the fit or treating the home. If you'd still like your money back, we'll refund you.

Guarantee conditions
- One guarantee claim per customer and household.
- The claim must be made within 30 days of delivery.
- Refunds go back to the original payment method only.
- We may decline claims that show signs of misuse or abuse, such as repeated claims or orders bought to resell.

Damaged, faulty or wrong items
If your order arrives damaged, broken, faulty or not what you ordered, contact us within 7 days of delivery at support@petshielded.co.uk with:
1. Your order number.
2. Clear photos of the item and the packaging.
3. A short video showing the damage or fault.

Once we've checked it, we'll send you a free replacement straight away. If you'd prefer a refund instead, just tell us. You don't need to send the damaged item back unless we ask.

Lost or missing parcels
If your tracking hasn't updated for 10 days, or it shows delivered but you can't find your parcel, contact us. Please check with neighbours and your safe place first. We'll investigate with the carrier and send a replacement if the parcel is confirmed lost. We can't be responsible for parcels sent to an incorrect address entered at checkout, but we'll always help where we can.

Cancelling or changing your mind
Before your order ships: email support@petshielded.co.uk with your order number and we'll cancel it and refund you in full. Once an order has been shipped, it can no longer be cancelled.

After your order has shipped: under UK law you can still return it within 14 days of receiving it. The item must be unused and in its original packaging. All return postage and return fees are the buyer's responsibility, and we recommend a tracked service, as we can't refund items lost on the way back to us. We'll refund the price of the item within 14 days of receiving it back.

Refunds
Once a refund is approved, it goes back to your original payment method within 10 business days. Your bank may take a few extra days to show it. If more than 15 business days have passed, please contact us at support@petshielded.co.uk.

Please contact us first
If something isn't right, email us before opening a dispute with your bank or PayPal. It's the fastest way to sort it out, and we answer every message.

Your legal rights
This policy is in addition to your statutory rights as a consumer, which it does not affect.