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Refund policy

Standard Returns We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, and in its original packaging. 

Made-to-Order (MTO) & Personalized Items Because the majority of our products are Made-to-Order based on customer selections, special rules apply:

  • MTO Refunds: Only a 50% refund is applicable on Made-to-Order items once they have been created.

  • Engraved Items: Laser-engraved, personalized tags are strictly non-refundable. If returned, the cost of the chain may be partially refunded, but the tag itself cannot be.

  • Exceptions: Depending on the level of personalization, TheContresens reserves the right to deny the return of a custom product unless it is faulty.

How to Initiate a Return To start a return, please contact us at thecontresens@gmail.com with your order number. Items sent back to us without first requesting a return will not be accepted.

If your return request is accepted, we will email you instructions. Please return the product to the following address:

The Contresens 
PO Box 127
Gerrardstown, WV 25420

Please include your original order number inside the return package. Once shipped, email us the tracking number so we can keep an eye on its arrival!

Refund Process We will notify you once we’ve received and inspected your return as well as let you know if the refund was approved. If approved, you’ll be automatically refunded to your original payment method (subject to the 50% MTO rule, if applicable). Please remember it can take 3–7 business days for your bank or credit card company to process and post the refund to your account. Note: Unfortunately, we cannot accept returns on sale items or gift cards.

Order Cancellations & Store Credit Bonus When you place an order, our e-commerce platform and associated payment processors charge a non-refundable transaction fee. Because these fees are not returned to us when an order is canceled, all canceled orders will be subject to a payment processing fee deduction from the final refund amount (typically around 4% of your total order value).

  • Store Credit Alternative (Bonus Offer!): If you are canceling but plan to shop with us again, you can choose to receive your refund as store credit! If you select this option, we will waive the processing fee deduction, refund your entire original order amount to a digital gift card, AND add an additional $5 in bonus store credit as a thank you!

Exchanges & Alterations We do not offer standard exchanges, as everything is made to order per the customer's selections at checkout. However, we can often start an alteration process.

  • Please email us at thecontresens@gmail.com to inquire about alterations (note: not all designs are applicable for alteration).

  • Alternatively, if you require a larger size, you can purchase a collar buckle extender.

Damaged, Defective, or Flawed Items Please inspect your order upon reception. If an item is defective, damaged, or if you received the wrong item, contact us immediately so we can evaluate the issue and make it right. There is a two-week maximum after the date of arrival to contact us regarding a major flaw in your product.

Lost Packages & Shipping Issues We are not liable for packages that have been damaged or lost in transit after shipment. We highly recommend purchasing shipping insurance during checkout to ensure your package is covered and can be refunded by the shipping courier.

  • If your package is damaged in transit, please contact the shipping courier directly to file a claim.

  • If your package is marked as "delivered" but you have not received it, please contact the courier to check the delivery coordinates in the event it was mis-scanned or delivered to the wrong address.

Returned to Sender Packages If your package is returned to us due to unpaid customs fees, an insufficient address, an unsafe location, or refusal of delivery, the customer is responsible for paying the shipping costs to have it sent back out.

  • If you decide you no longer wish to receive the package, a 50% refund will be applied (due to the made-to-order nature of our products).

  • Additionally, any return-to-sender shipping fees charged by the courier will be deducted from your 50% refund.