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RETURN POLICY

Last updated October 15, 2021

 

Thank you for purchasing the Halo Collar! We hope you are happy with your purchase. If you are not completely satisfied with your purchase for any reason (excluding animal-induced or customer-induced damage) during your first 60 days after you receive it, you may return it to us according to the terms and fees outlined below. All returns must be in working condition. Returns with signs of wear or use are limited per the terms outlined below.

 

REFUNDS BEFORE YOUR COLLAR HAS SHIPPED:

You are able to cancel your purchase and receive a full refund at any time before your collar has been shipped to you. To do this, please go to our billing dashboard enter the email address you used to place the order, as well as the last 4 digits of the credit card used to place the order. You will receive an email to access your order information and place a refund request with us. Once we have verified that your order has not shipped, we will process your refund within 7-10 business days.

 

 

RETURNS AFTER YOUR COLLAR HAS SHIPPED:

To be eligible under this policy, all items must have been purchased through www.halocollar.com and require a Return Merchandise Authorization (RMA) before return. All returns must be postmarked within sixty (60) days of your receipt of the collar and in all circumstances not more than seventy-five (75) days after shipment date from us. Upon receipt and inspection of your approved return, your purchase price will be refunded less a shipping, handling, and restocking fee as defined by the Return Situation table below. Purchases not from www.halocollar.com do not qualify for this policy, and any returns must be submitted to the authorized seller in accordance with the terms and conditions of such seller’s return policy.

How to request an RMA

Please contact us at our Return Request Page to request an RMA. Once your request is received, it will be reviewed by our Customer Service team. If your request is approved and all information necessary to process your return is confirmed, an RMA number, return shipping instructions, and a prepaid label will be provided to you by PAWS, LLC via email. Please allow 2-3 business days for the RMA to be issued. We are not responsible for returned goods sent without an RMA.

RETURN SITUATION (within 60 days of purchase): RETURN FEES (upon receipt by Halo Collar):
NEW, Unopened Box (shipping seal intact) or Open Box (unused with all original packaging, accessories and documentation included) For unused items with all tags and parts included in original condition, there will be a $25 fee (+ tax, where applicable) per collar deducted from your return, which includes return shipping and restocking fees.
Open Box/Lightly Used (with original packaging with all accessories) For fully working unit with only minor signs of use (has no tears, dents, or animal bite marks, speaker is not dented, the carabiners are intact and dirt flap in place). In this condition, there will be a $40 fee (+ tax, where applicable) per collar deducted from your return, which includes return shipping and restocking fees.
Used but working unit / May be missing accessories* For fully working unit that is not broken (may have some scratches and marks on rubber coating, speaker may be dented, dirt flap may be missing or torn, carabiner may have come apart but is still connected to the collar by both screws and there are no punctures or tears that penetrate to the electronics), there will be a Minimum Fee** of $79 (+ tax, where applicable) per collar deducted from your return which includes return shipping, handling, cleaning, and restocking fees.

*Missing accessories are limited to: collar strap, contact tips, Halo Beacon included in your Halo Kit, wall charger and USB-C charging cable. If any additional parts are missing or if the Halo Collar unit itself has been damaged, please contact us directly to determine eligibility for return within 60 days of purchase.

**Minimum Fee based upon unbroken collar that is repairable for use as a refurbished unit without requiring replacement of any internal electronics. Additional refurbishment fees of up to $50 may be assessed based upon the condition on receipt and any missing parts.

PAWS, LLC is the sole determinant of whether or not a collar has been used and/or damaged and is eligible to be returned for refund.

 

REFUNDS

After receiving your approved return and inspecting the condition of your item, we will process your return. You will be credited for your purchase price less the return fee specified and any shipping charges. Please allow at least 7-10 days from the receipt of your item for us to process your return or exchange. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed. We only provide refunds via the credit card that was used for the purchase.

 

 

EXCEPTIONS

The following items cannot be returned or exchanged:

  • Customer-damaged goods or altered goods
  • Animal-damaged goods, for example, showing bite marks, dents, rips or tears that penetrate the outer casing
  • Products showing excessive wear and tear
  • For product defects or other warranty claims, please see the warranty section.
  • Accessories such as additional straps, beacons, etc

 

QUESTIONS

If you have any questions concerning our return policy, please contact us at: support.halocollar.com.

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