Refund Policy

Refund & Return Policy – CalmiPaws

At CalmiPaws, we’re animal lovers first — and we want you and your furry friend to be happy with every order. If something’s not quite right, we’re here to help with a fair and transparent return process.

Order Changes & Cancellations

Once your order is placed, it’s sent quickly to our fulfillment team. That means changes to your shipping details or order items aren’t always possible.

Please double-check your shipping address and product selection before checkout. If you notice a mistake, email us as soon as possible at support@calmi-paws.com, and we’ll do our best to help. While we can’t guarantee modifications, we’ll always try.

30-Day Satisfaction Guarantee

We want you to feel confident ordering from CalmiPaws. That’s why we offer a 30-day refund window from the date you receive your item.

If the product doesn’t meet your expectations or arrives damaged, you can request a refund or replacement within this period. We’ll never ask you to keep something you’re not happy with.

Return Conditions

  • Items must be returned in original condition and packaging.
  • Return shipping costs are the customer’s responsibility (unless the item is faulty or incorrect).
  • We recommend using a tracked service when returning items.
  • Shipping fees paid at checkout are non-refundable.
  • Used products cannot be returned. For example, if a diffuser refill has been opened or is partially used, we cannot accept it back for hygiene and safety reasons.

Returns should be sent to our NL return address (provided upon request via email).

How to Start a Return or Refund

To request a return, simply email us at support@calmi-paws.com. Our friendly support team will guide you through the process step by step. We aim to respond within 1 business day.

Damaged or Incorrect Orders

Received something broken, faulty, or not what you ordered? We’re so sorry — we’ll make it right. Email us immediately at support@calmi-paws.com with a description and, if possible, a photo of the issue. We’ll quickly offer a solution.

Non-Returnable Items

Certain products cannot be returned:

  • Opened personal care items
  • Custom or personalised products
  • Gift cards
  • Sale or clearance items (marked as non-returnable)

Not sure if your item qualifies? Just ask us.

Exchanges

Want to exchange a product for something else? No problem. Here’s how:

  1. Email us to initiate a return of your original item.
  2. Place a new order for the product you want instead.

This method ensures the fastest and most efficient exchange process.

UK & EU Customers

If you’re located in the UK or EU, you have the right to cancel your order within 14 days of receiving it, under consumer protection laws. Items must be unused, in original condition, and returned with proof of purchase.

Refund Process

Once we’ve received and inspected your return, we’ll notify you of the approval status.

  • Approved refunds are issued to your original payment method within 3 to 7 business days.
  • If your refund hasn’t appeared after 10 business days, please contact us.

Need Help?

We’re always happy to assist.
Contact us any time at support@calmi-paws.com — we’re here to make things right.

Because your peace of mind matters as much as your dog’s.