Returns & Exchanges

1. Return Eligibility

You may request a return within 30 calendar days of receiving an eligible item.

To qualify for a return:

• The item must be unused, unworn, and in its original condition.
• All original accessories and included components must be present.
• Proof of purchase or an order number must be provided.
• The item must not fall under a final-sale exclusion.

2. Personalized & Custom Items

Because personalized products are prepared specifically for you, custom-made items are generally not eligible for returns or exchanges due to a change of mind.

This includes collars and accessories customized with names, initials, engraving, or customer-selected personalized designs.

If a personalized item arrives defective, damaged, or different from the customization details confirmed in your order, please contact us for assistance.

These exclusions do not limit any rights you may have under applicable consumer protection laws.

3. DIY Collar Kits

DIY collar kits may be returned within the 30-day return window if they are unused, complete, and in their original condition.

Kits that have been assembled, altered, or used are not eligible for change-of-mind returns.

If your kit arrives with missing, damaged, or incorrect components, please contact us so we can review and resolve the issue.

4. Non-Returnable Items

The following items are generally not eligible for change-of-mind returns:

• Personalized or custom-made products
• Used or worn pet collars
• Assembled or used DIY kits
• Items missing original components
• Items identified as final sale before purchase

This does not affect remedies available for defective, damaged, or incorrectly supplied goods under applicable law.

5. How to Request a Return

To begin a return, please email [email protected] within 30 days of delivery.

Please include:

• Your order number
• The item you wish to return
• The reason for your request
• Photos, if the item is damaged, defective, or incorrect

Our team will review your request and provide return instructions if your return is eligible.

Please do not send items back without receiving return instructions. The appropriate return destination will be provided after approval.

6. Return Shipping Costs

For approved change-of-mind returns, customers are responsible for return shipping costs.

If the return is due to our error, a defective item, or an incorrect product, CHOLILI will arrange an appropriate remedy, including covering reasonable return shipping costs when a return is required.

We recommend using a tracked shipping service for returns.

7. Refunds

Once your return has been received and inspected, we will notify you of the approval or rejection of your refund.

Approved refunds will be issued to the original payment method, generally within 5–10 business days after approval.

Your bank or payment provider may require additional time to post the refund.

Original shipping charges are generally non-refundable for change-of-mind returns. Any refund required by applicable law will still be provided.

8. Exchanges

If you would like a different size, color, or style, please contact our customer care team.

For eligible non-personalized items, we generally recommend returning the original item and placing a new order for your preferred option.

Personalized items cannot normally be exchanged for preference or sizing changes after customization has been completed.

9. Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. If an item is damaged, defective, or incorrect, contact us as soon as possible.

Include your order number, a description of the issue, and clear photos when available.

We will review your request and offer an appropriate solution, which may include replacement, repair, or refund depending on the circumstances and applicable law.

10. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We will do our best to accommodate cancellation requests before fulfillment begins.

Once a personalized order has entered production or an order has shipped, cancellation may no longer be possible.

Applicable legal cancellation rights remain unaffected.

11. Your Consumer Rights

Nothing in this policy is intended to exclude or limit consumer rights that cannot legally be waived under applicable federal or state law.