Refund policy
Return & Refund Policy
Last Updated: August 23, 2026
At Calmori Pet Co., we want you to feel confident about every purchase. If there is a problem with your order, please contact us and we will work with you toward an appropriate resolution.
14-Day Return Period
Unless a longer mandatory period applies under applicable law, you may request a return within 14 days of receiving your order.
To start a return, contact us at:
Please include your order number and the reason for your return.
Do not send products back to our legal or contact address unless we specifically instruct you to do so.
Returns sent without prior authorization may not be accepted.
Return Eligibility
To be eligible for a return, the product should generally:
- be in substantially the same condition in which it was received;
- include all components and accessories supplied with the product; and
- not be damaged through misuse or handling beyond what is reasonably necessary to inspect the product.
We may request photographs or other reasonable information before authorizing a return.
Mandatory consumer rights relating to defective or non-conforming products remain unaffected.
Return Instructions
After your return request has been reviewed, we will provide:
- confirmation of whether the return is authorized;
- return instructions;
- the applicable return address, where required; and
- information regarding any applicable return shipping arrangements.
Because we work with international fulfillment partners, the authorized return location may vary depending on the product and order.
Please do not return products to the address shown on our Contact or legal pages unless we specifically tell you to do so.
Change-of-Mind Returns
For eligible returns requested because you changed your mind, selected an incorrect size or color, or no longer want the product, return shipping costs may be the customer's responsibility where permitted by applicable law.
Any applicable return shipping requirements will be communicated before the return is sent.
Original shipping charges, where separately paid, will be handled in accordance with applicable consumer law.
Damaged, Defective or Incorrect Products
If your product arrives:
- damaged;
- defective;
- incomplete; or
- materially different from what you ordered,
please contact us as soon as reasonably possible at:
Please provide:
- your order number;
- a description of the issue; and
- clear photographs of the product and packaging where relevant.
After reviewing the issue, we may provide an appropriate remedy such as:
- replacement;
- reshipment;
- refund; or
- another resolution appropriate to the circumstances.
For confirmed damaged, defective or incorrect products, you will not be required to pay return shipping where applicable law or our resolution requires us to cover it.
Lost Orders
If you believe your package has been lost in transit, please contact us at:
We will review the tracking information and investigate the shipment with the relevant fulfillment or logistics provider.
Please also refer to our Shipping Policy for additional delivery information.
Non-Returnable Items
Certain products may not be eligible for return where an exception is permitted by applicable law.
These may include, where legally applicable:
- personalized or custom-made products;
- perishable products;
- gift cards; and
- sealed goods that are not suitable for return for health or hygiene reasons after the seal has been broken.
A statutory return or withdrawal right will not be excluded unless a valid legal exception applies.
Exchanges
We do not currently operate a separate automatic exchange program.
If you need a different size, color or product, contact us at support@calmoripetco.com. Depending on the situation, we may arrange a replacement or ask you to complete a return and place a new order.
Order Cancellations
If you wish to cancel an order, contact us as soon as possible at:
We will make reasonable efforts to cancel the order before fulfillment begins.
Once an order has entered processing or shipment, cancellation may no longer be possible and the applicable return procedure may need to be followed.
Refunds
Once a refund is approved, it will generally be issued to the original payment method.
Where mandatory consumer law provides a specific refund deadline, we will comply with that requirement. For applicable Turkish distance sales, statutory refund obligations may require refunds within 14 days under the conditions specified by law.
After we issue a refund, your bank, card issuer or payment provider may require additional processing time before the amount appears in your account.
Partial Refunds
A partial refund may be appropriate where permitted by law if:
- only part of an order is affected;
- a product is returned with missing components; or
- the product has suffered a reduction in value due to handling beyond what was reasonably necessary to inspect it.
We will not reduce a refund where doing so would conflict with mandatory consumer rights.
Contact Us
For returns, refunds, cancellations or problems with your order:
Calmori Pet Co.
Email: support@calmoripetco.com
Phone: +90 530 292 6524
Legal seller and address information is available in our Distance Sales Agreement and Contact page.