Refund policy
30-day money-back guarantee
Clip it on. Give it 30 days. If the peeing, fighting or stress doesn't improve, you get a full refund. No questions. No hassle.
Email us at support@lullacollar.com within 30 days of delivery with your order number. There's nothing to send back, and you can keep the collars.
- The guarantee covers your first order of Lulla™ collars, one claim per household.
- We refund the full amount you paid for that order, to your original payment method.
- Refunds are sent within 5 business days. Your bank may take a few more days to show it.
A tip: peeing outside the box, hiding or sudden aggression can also be signs of a health problem (such as a urinary infection or pain). If it started suddenly, it's worth a quick check with your vet.
Calm Home products
Beds, mats, toys and the other Calm Home items follow our standard returns: you can return an unused item in its original packaging within 30 days of delivery. Email us with your order number first and we'll send you the return address. Once the item arrives, we refund its price to your original payment method. Return postage is paid by you, unless the item arrived damaged or wrong (see below).
Damaged, wrong or lost orders
If your order arrives damaged or is missing an item, email us with your order number and a photo. We'll send a free replacement or a full refund, whichever you prefer. If your parcel is lost in transit (it hasn't arrived within 30 days of shipping), we open a claim with the carrier for you and send a replacement or refund.
Refill orders (Subscribe & Save)
You can pause, skip or cancel your refills at any time before the next renewal. Buy 4 and Buy 6 refills ship free; Buy 2 refills ship at the standard rate (free once the order is over $40 or the local equivalent). If a refill was charged by mistake, email us within 14 days of the charge and we'll refund it in full.
Free gifts
Free gifts that come with a kit (the practical manual "The Calm Cat Plan" with Buy 4 and Buy 6, and the Safe-Space Blanket with Buy 6) are yours to keep and don't change the refund amount.
Questions
Email support@lullacollar.com. We reply within 1 business day.