Return Policy
Our Promise
At Calla Co, we want every pet parent to shop with complete confidence. If something isn't right with your order, we're here to make it right.
How to Start a Return
Simply send us an email at support@callaco.store with your order number and reason for return. Once your request is reviewed and approved, we will send you a prepaid shipping label to return your item — no hassle, no runaround.
Refund Process
Once we receive and confirm the returned item, a full refund will be issued to your original payment method. Please allow 5–10 business days for the refund to reflect depending on your bank or payment provider.
Conditions for Return
To be eligible for a return, the item must be unused and in its original condition and original packaging. It must not show any signs of use, wear, or damage caused by the customer. All returns must be requested within 30 days of receiving your order.
Please note that we do not accept returns or issue refunds for change of mind purchases. Once an order has been placed and dispatched, we are unable to accommodate returns on the basis of a change of mind, a change in personal preference, or no longer wanting the item. We encourage all customers to review product descriptions, specifications, and size guides carefully before completing their purchase. If you have any questions about a product prior to ordering, please contact us at support@callaco.store and we will be happy to help.
Damaged or Faulty Items
If your item arrives damaged or defective, please email us immediately at support@callaco.store with your order number, a clear description of the issue, and photo or video evidence of the damage or fault. We take all complaints seriously and will review your submission promptly. Please note that without photo or video evidence, we may not be able to process your complaint. Once confirmed, a full refund or replacement will be arranged at no additional cost to you.
Non-Returnable Items
Items that have been used, returned without prior approval, returned without their original packaging, or damaged due to misuse or neglect are not eligible for return.
Need Help?
We're always just a message away. Reach out to us at support@callaco.store and our team will get back to you as soon as possible. At Calla Co, your satisfaction — and your pet's happiness — always comes first. 🐾
