Refund policy

We want you and your dog to love what you've bought. If something isn't right, we'll put it right.

30 days to change your mind

You have 30 days from the day your order arrives to return it for a full refund. Items need to come back unused and in their original packaging, in a condition we could sell again.

How to return something

Email us at contact@saltynova.com with your order number and what you'd like to send back. We'll confirm the return address and talk you through it. Please get in touch before posting anything — it helps us match your parcel to your order.

Return postage is at your cost. We'd recommend a tracked service, as we can't refund items that don't reach us.

Faulty or wrong items

If something arrives damaged, faulty, or isn't what you ordered, we cover postage both ways. Email us within 30 days with a photo and we'll sort it — repair, replacement or refund, whichever you'd prefer.

Exchanges

The quickest way to change size is to return the original for a refund and place a new order. If you'd rather we handled it as a straight swap, just say so in your email.

Refunds

Once your return reaches us we'll check it over and refund to your original payment method — usually within 5 working days, and always within 14. Your bank may take a few days more to show it.

Your legal rights

Under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving it, for any reason. If you cancel within that period we'll also refund the standard delivery charge you paid on the way out. Our 30-day window sits on top of that right, it doesn't replace it. Nothing here affects your statutory rights.

Not sure about sizing?

Have a look at our size guide before you order, or just email us. Tell us your dog's breed and neck measurement and we'll tell you which size to go for. We'd much rather help you get it right first time than process a return.