Our Return / Exchange + Warranty Policy
It is our goal at Made By Cleo to ensure that you and your pet are happy with your purchase. If there is an issue with your order, please contact us (help@madebycleo.com) within 15 days of delivery of your order to resolve the matter.
Returns & Exchanges
If you need to return or exchange an order item, please send us an email at help@madebycleo.com. We will provide instructions and a mailing address for you to return the qualifying original item (must be in new, unused & resellable condition).
You are welcome to place a new order anytime for the item you want in exchange for the item you are returning โ no need to wait until your return is received and processed. Once the return has been processed, the appropriate amount will be refunded back to you and you will receive a confirmation email for the refund.
Please note: Some products may not qualify for return. See exclusions below:
โบNon-refundable products: Engraved I.D. tags, face masks, bow ties, flower accessories, charms, bells, collars with metal buckle upgrades and collars with slide tags installed on them cannot be exchanged and are non-refundable. Also, dog collar orders with breakaway buckles, and cat collars with NON-breakaway buckles do not qualify for an exchange or refund, as these are considered a specialty, made-to-order item.
A restocking fee of 15% will automatically be deducted from the total amount of the refund due. The shipping cost for mailing returned items are the responsibility of the buyer.
Made By Cleo reserves the right to determine what % of the original purchase will be refunded if the return is approved. We reserve the right to reject any product return that does not qualify for a refund due to not meeting the criteria stated in our policy.
Order Cancellations
To cancel an order, please email us at help@madebycleo.com immediately. If your order has not yet gone into production by the time we receive & process your cancellation request, we will issue a refund (as long as your order has not shipped yet). If your order
If personalized ID tags were included in the order and they were already engraved by the time we received your cancellation request, please note that we charge a $5 change order fee (per ID tag). This fee amount will be deducted from the total amount issued back to you for the order cancellation refund.
If your order has already shipped by the time your cancellation request is submitted and received, you will need to wait for it to be delivered to you first, before following the instructions to return the items (if they fall within the accepted list of products for returns). We have no ability to redirect the shipment once it is on its way to you via the carrier.
Made By Cleo will not be held financially or legally responsible for any delays involving mail delivery. Any orders that have already shipped out cannot be cancelled or retracted once they've left our office.
All delivery timeframes quoted should be understood to be estimates and are NOT in any way guaranteed.
Warranty
If you receive a defective item or there is an error concerning your order, please contact us within 15 days of delivery so that we can work with you to quickly resolve the issue and mail a replacement free of charge (if applicable).
***Exchanges, returns & claims against defects or errors must be made within 15 days of delivery.***
