Refund policy

Refund, Replacement & No-Return Policy

At Nearwoven, we want every order to feel clear, fair, and supported. Because we currently do not operate a local return warehouse, approved refund and replacement claims do not require the physical item to be mailed back to us.

Please read the policy below before placing your order.

Order Changes and Cancellations

Orders may enter fulfillment shortly after payment is confirmed.

If you need to change or cancel your order, please contact us at support@nearwoven.com as soon as possible and include your order number.

We will do our best to accommodate your request. However, once an order has entered fulfillment or has shipped, we may be unable to cancel it or change the size, color, address, or product selection.

If an approved cancellation is processed, the refund will be issued to the original payment method.

Shipping and Delivery

Orders are prepared for dispatch shortly after payment confirmation.

Estimated delivery is 4–7 business days after dispatch, excluding weekends and public holidays.

Tracking information will be sent by email once your order has shipped. Delivery estimates may vary slightly because of carrier delays, severe weather, customs processing, address issues, or other circumstances outside our control.

If we are unable to ship your order within the stated timeframe, we will contact you with an updated estimate. You may accept the revised delivery timeframe or request cancellation and a refund for the unshipped order.

30-Day No-Return Resolution

Ready-to-wear collars are eligible for a refund or replacement request within 30 days of confirmed delivery.

You do not need to mail the product back to us.

To request assistance, please contact support@nearwoven.com and provide:

Your order number
The email address used for the order
A clear photo of the full product
A clear photo or short video showing the issue or the product’s current condition
A brief explanation of the requested resolution

Please keep the product and its packaging until your claim has been reviewed. Do not mail the item to any address unless our customer service team specifically instructs you to do so.

Change of Mind or Personal Preference

A ready-to-wear collar may qualify for a refund within 30 days of delivery if you decide that the style, color, or appearance is not right for your pet.

The product must be:

In substantially new condition
Free from damage caused after delivery
Free from heavy wear, chewing, deep scratches, stains, or intentional alteration
Shown clearly in the requested photos or video

No physical return is required for an approved claim.

Original shipping charges, if any, are not refundable for personal-preference or change-of-mind claims.

Size and Fit Issues

Please measure your pet’s neck carefully and review the product size guide before ordering.

If the selected size does not fit, contact us within 30 days of delivery with your order number and a clear photo or short video showing the collar and its condition.

For an approved size claim, you may request either:

One replacement in an available size; or
A refund to the original payment method

No physical return is required.

Only one approved size replacement or refund is available per eligible item.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

Arrives damaged
Has a clear manufacturing defect
Has missing or detached components
Is different from the size, color, or design ordered
Was damaged during shipping

Please provide:

Your order number
A photo of the shipping packaging
A photo of the full product
A clear close-up photo or short video showing the problem

Once the issue is verified, you may choose between:

A free replacement, subject to availability; or
A full refund to the original payment method

No return shipment is required, and you will not be charged additional shipping fees for an approved damaged, defective, or incorrect-item claim.

If the original product is unavailable, a refund will be issued.

Natural and Handmade-Look Variations

Colors, bead patterns, transparency, internal markings, texture, stitching, and hardware tone may vary slightly between individual items and between screens.

Minor variations that do not affect the product’s normal appearance or intended use are not automatically considered defects.

If you believe the product you received differs materially from the listing, please send clear photos or video for review.

Personalized and Build-Your-Own Products

Personalized, made-to-order, engraved, or Build-Your-Own products are created according to the customer’s selected options.

These products are not eligible for change-of-mind refunds after fulfillment has started.

However, they remain eligible for a refund or replacement if they arrive:

Damaged
Defective
Incorrectly personalized
Different from the confirmed order details

Claims must be submitted within 7 days of delivery with clear photos or video.

No physical return is required for an approved claim.

Missing or Delayed Packages

If tracking has not updated for an unusual period, please contact us so we can investigate with the carrier.

If tracking shows “delivered” but you cannot locate the package, please:

Check the delivery location and surrounding area
Ask household members or neighbors
Contact the local carrier
Contact us within 7 days of the delivery scan

After reviewing the tracking information and available evidence, we may provide a replacement or refund when the package is confirmed lost or incorrectly delivered.

We are not responsible for packages delivered to an incorrect address entered by the customer, but we will assist where reasonably possible.

Refund Processing

Approved refunds are issued to the original payment method.

We normally process approved refunds within 3 business days. Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

Shipping charges, if any, are refunded only when the order is confirmed damaged, defective, incorrect, lost, or cancelled before shipment.

We cannot issue a refund to a different card, bank account, payment method, or person.