Refund policy
Refund policy – our 30-Day Calm Guarantee
We want you and your dog to love CalmiPet. If you're not happy, we'll make it right.
30-Day Calm Guarantee
You have 30 days from the day your order is delivered to request a return and refund.
- Contact us first at soporte-store@proton.me with your order number and a short note on what happened. Please don't send anything back without contacting us – packages sent to the wrong address can't be refunded.
- We'll reply within 24–48 hours with your return instructions and return address.
- Send the item back clean and undamaged. Gently tried items are fine – we know your dog needs to try it to know if it works.
- Once we receive your return, we'll refund the product price to your original payment method. Refunds usually appear within 5–10 business days, depending on your bank.
For change-of-mind returns, return shipping costs are paid by the customer. Original shipping is free, so there's nothing extra to deduct.
Damaged, faulty or wrong item?
If your order arrives damaged, faulty or not what you ordered, email us within 30 days of delivery with your order number and a photo. We'll send a free replacement or give you a full refund – you won't pay any shipping, and in most cases you won't even need to send the item back.
Lost or delayed orders
If your tracking hasn't updated for 15 days, or your order hasn't arrived within 30 days of shipping, contact us and we'll send a free replacement or refund you in full.
Items we can't accept back
For hygiene reasons, Calming Lick Mats that have been used with food can only be returned if they are faulty or damaged.
Cancellations
Need to cancel or change your order? Email us as soon as possible. If your order hasn't shipped yet, we'll cancel it and refund you in full. Once it has shipped, you can return it under our 30-Day Calm Guarantee.
Your rights under consumer law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits any rights you have under the Australian Consumer Law, EU consumer law or any other applicable consumer protection laws.
Questions?
Email soporte-store@proton.me – we're happy to help.