Refund policy
Refund & Return Policy
At Vanderclix & Co., we want you and your pet to love every piece. Here's how we handle returns, exchanges, and quality concerns.
Returns
We accept returns within 14 days of delivery. To be eligible, items must be unused, unworn, and in their original packaging. You'll also need to provide proof of purchase.
To initiate a return, please contact us at hello@vanderclix.com. Our team will provide return instructions, including the return address. Please note that return shipping costs are the responsibility of the customer. Items sent back without prior authorisation will not be accepted.
Size Exchanges
If your collar doesn't fit quite right, we offer a size exchange service. Simply pay a $18 re-shipping fee and we'll send out a replacement collar in your preferred size. Contact us at hello@vanderclix.com to arrange this.
Non-Returnable Items
The following cannot be returned:
- Sale items and gift cards
- Custom or personalised orders
- Items that have been worn, used, or are not in original packaging
Quality Concerns
We stand behind the quality of our products. If you experience any quality issues after the 14-day return window, please reach out to us at hello@vanderclix.com and we'll do our best to make it right.
Refunds
Once we receive and inspect your return, we'll notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post the refund.
European Union — 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification. The same conditions apply: items must be unused, in original packaging, and accompanied by proof of purchase.