Refund policy

Returns and Refunds

We want you and your dog to love your Só Madra collar or lead. If something isn't right, here's how returns work.

Changed your mind?

You can return most items within 30 days of receiving them.

You can return most items within 30 days of receiving them. Sale items can only be returned within the 14-day cancellation period set out below.

To be eligible, your item must be unused, in the condition you received it and, where possible, in its original packaging, along with your order number or proof of purchase. You're welcome to try a collar or lead on your dog to check the fit, but please do this indoors and keep it clean. If an item comes back worn or damaged, we may reduce your refund to reflect that.

Your right to cancel (UK and EU customers)

By law you have 14 days from the day after your order arrives to tell us you'd like to cancel, for any reason. You then have a further 14 days to send the item back. If you return an item within this period, we'll refund the price of the item and the standard delivery cost you paid.

Returns made after this 14-day period and within our 30-day window are refunded for the price of the item only, and original delivery costs are not refunded.

How to return an item

Email us at hello@somadra.co.uk with your order number and the item you'd like to return. Please don't send anything back without contacting us first, as we can't accept returns we haven't arranged.
We'll confirm your return and send you the address to post it to.
Send your item back using a tracked postage service. Return postage costs are your responsibility, and the item remains your responsibility until it reaches us.

Refunds

We'll let you know once your return has arrived and been checked. Approved refunds are made to your original payment method within 14 days of us receiving your item. Your bank or card provider may then take a few days to process it.

If you haven't received your refund after 14 days, please email hello@somadra.co.uk.

Exchanges

The quickest way to get a different size or colour is to return your original item and place a new order for the one you'd like.

Items that can't be returned

Bespoke, personalised and customised orders: pieces made to your own measurements or specification can't be returned unless they're faulty.
Gift cards

Collars and leads from the shop that are made to order in our standard sizes and colours can be returned in the same way as any other item.

Faulty, damaged or incorrect items

Please check your order when it arrives. If anything is faulty, damaged or not what you ordered, email hello@somadra.co.uk as soon as possible with your order number and a photo, and we'll put it right with a repair, replacement or refund. In these cases we'll cover the cost of returning the item to us. This applies to bespoke pieces too.

This doesn't affect your statutory rights.