RETURNS & REFUNDS

At Tommy & Kai, we carefully select every product we offer. If something isn't right, we're here to help — with a return process designed to be clear, fair and straightforward.

14-Day Returns

You may withdraw from your purchase within 14 calendar days of receiving your order, in accordance with applicable EU consumer law.

To start a return, please contact Tommy & Kai Customer Care within this period. We will provide you with the appropriate return instructions.

Return Conditions

Items should be returned complete, clean and securely packaged.

You may inspect and try the product only as reasonably necessary to determine its nature, characteristics and fit.

You may be responsible for any diminished value resulting from handling or use beyond what is reasonably necessary to inspect the product.

Whenever reasonably possible, please include the original packaging and accessories.

Return Shipping

For returns due to a change of mind, personal preference or incorrect size selection, return shipping costs are the customer's responsibility.

Returns are handled through our Belgian return location. Please contact us before shipping your item so we can provide the correct return instructions.

We strongly recommend using a tracked shipping service, as you remain responsible for the return shipment until it reaches us.

Choosing the Right Size

For size-dependent products such as SENTINEL ©, please carefully measure your dog's neck and consult our Fit Guide before ordering.

If you're unsure or between sizes, contact us before placing your order. Our multilingual Customer Care team will be happy to help you choose the most appropriate fit.

Damaged, Incorrect or Non-Conforming Items

If your order arrives damaged, incorrect or does not conform to what you ordered, please contact us promptly with your order number and clear photographs of the item and packaging.

Once the issue has been confirmed, Tommy & Kai will arrange the appropriate solution at no additional cost to you, in accordance with applicable consumer law.

Please contact us before returning such an item so we can provide the appropriate instructions.

Refunds

Once your return has been received and inspected, the applicable refund will be issued to your original payment method.

Where the statutory right of withdrawal applies, the refund includes the purchase price and the cost of our standard delivery option. Additional costs resulting from your choice of an upgraded or express delivery method are not refundable.

We may withhold reimbursement until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.

Exchanges

Need a different size?

Contact us and we'll help you determine the best available option.

For exchanges resulting from an incorrect size selection or personal preference, return shipping costs remain the customer's responsibility. Any applicable cost for shipping the replacement will be communicated before the exchange is confirmed.

Need Help?

Questions about sizing, your order or a return?

Contact Tommy & Kai Customer Care: care@tommynkai.com

Our multilingual team is here to help you find the right solution.