Refund policy

Our Refund & Replacement Policy
Because The Loyal Collar ships every order directly from our international fulfillment partners rather than a local warehouse, we do not accept physical returns for most items — the cost of shipping a product back overseas is often more than the item is worth, so we handle things differently to make it fair and simple for you.

Damaged, defective, or wrong items
If your item arrives damaged, defective, or isn't what you ordered, contact us at service@theloyalcollar.com within 30 days of delivery with a photo/video of the item. Once verified, we will send you a free replacement or a full refund — no return shipment required in most cases.

Change of mind
If you no longer want an item and it has not yet shipped, contact us immediately and we will do our best to cancel or amend the order before it enters fulfillment. Once an order has shipped, we're unable to offer a refund for change of mind due to the international nature of our fulfillment, except where required by law (see the EU cooling-off section below).

Non-returnable items
Custom, personalized, or made-to-order items, and any item marked as final sale, cannot be refunded or replaced except in cases of defect or damage.

European Union 14-day cooling-off period
If your order is shipped to the European Union, you have the right to cancel your order within 14 days of delivery for any reason, without justification, under EU consumer protection law. To exercise this right, email service@theloyalcollar.com within 14 days of receiving your order, at our discretion, waive the physical return and issue your refund directly to reduce costs and delay for you. Refunds under this section are issued within 14 days of us confirming your cancellation request.

Processing time
Approved refunds are issued to your original payment method within 5–10 business days. Please note it can take additional time for your bank or card provider to post the refund.

Contact us
Questions about a refund or replacement? Email service@theloyalcollar.com and we'll get back to you between Monday to Friday, from 9:00 AM to 6:00 PM (except holidays).