Returns & Refund Policy
Last updated: September 2026
Settle exists to help anxious dogs feel safe. It shouldn't make their owners feel the opposite.
If anything isn't clear, email hello@settlecalm.com and a real person will reply.
The short version
- Every order is covered by our 60-Day Settle Guarantee. Use it properly. If it doesn't help your dog, we'll refund you.
- Separately, you have a legal right to cancel any order within 14 days of delivery, for any reason.
- Damaged or faulty items are replaced or refunded at no cost to you.
Give it time to work
A pheromone diffuser isn't a quick fix. The signal needs to build up in the room, and your dog needs time to respond to it. Some dogs settle within days. Many need two or three weeks. A few need longer.
So before you decide it isn't working, please give it a fair go: at least 14 days, plugged in continuously, in the room where your dog spends most of their time. Our placement guide explains where it works best, and where it doesn't.
You don't have to wait 14 days to cancel. It's just our honest advice.
Cancelling or changing an order
Before it's dispatched: email us as soon as you can, ideally within 24 hours of ordering. Orders go into processing quickly, so we can't promise to catch every one, but we'll always try.
After it's dispatched: you have 14 days from the day you receive your order to tell us you'd like to cancel. You don't need to give a reason. Then send it back to us within 14 days of telling us. We'll refund the price you paid plus our standard delivery charge, within 14 days of receiving it (or of you sending us proof of posting, if that's sooner). Return postage is at your cost under this route.
In practice, if the diffuser hasn't helped your dog, our guarantee below is usually the simpler option.
The 60-Day Settle Guarantee
We think the science behind Settle is solid. We also know pheromone diffusers don't work for every dog, and we'd rather say that plainly than pretend otherwise.
So here's the deal: use Settle for as long as you like within 60 days of delivery. If your dog isn't noticeably calmer, email hello@settlecalm.com with your order number, or the name and email address you ordered with. We'll refund the price of your order. You won't be asked to argue your case.
A few details:
- The guarantee runs for 60 days from the date your order is delivered.
- It covers used products. That's the point of it.
- We'll let you know whether we need the diffuser unit back. If we do, we'll send instructions.
- Delivery charges, if you paid any, aren't included in a guarantee refund.
- One guarantee claim per household.
- Refunds go back to your original payment method within 7 business days of approval.
Damaged or faulty items
We pack carefully, but couriers don't always. If your order arrives damaged, email us within 72 hours of delivery with a clear photo and your order number, and we'll send a replacement or refund you, whichever you prefer, at no cost to you.
"Damaged" means the diffuser unit or refill itself is broken, leaking, or defective. A dented outer box with a product inside that works fine isn't damage, but if you're not sure, send us the photo anyway.
If something develops a fault later, your rights under the Consumer Rights Act 2015 apply: a full refund if it's faulty within 30 days, and a repair, replacement, or refund after that. We cover the return postage for faulty items.
We can't refund or replace items damaged by misuse, or through ordinary wear and tear.
Delivery
Your order is our responsibility until it reaches you. If tracking shows it delivered but it's nowhere to be found, tell us within 7 days and we'll investigate with the courier. If it's genuinely gone, we'll resend or refund.
Occasionally deliveries are delayed for reasons outside our control, such as courier disruption or severe weather. We'll keep you informed as best we can. If your order still hasn't arrived 30 days after the expected delivery date, you can cancel it for a full refund.
Incorrect shipping address
Please check your address at checkout. If you spot a mistake, email us straight away and we'll correct it before dispatch wherever we can.
If an order is delivered to the address you gave us and that address was wrong, we can't offer a free resend or refund, but we'll do what we can to help you recover it.
Subscriptions
If you're on a Settle subscription, you can pause, skip, or cancel at any time before your next order is processed, either from your account or by emailing us. Refills already dispatched are covered by the damaged and faulty items terms above. The 60-Day Settle Guarantee applies to your first order.
Changes to this policy
We may update this policy from time to time. The version published when you placed your order is the one that applies to that order.
Nothing in this policy affects your statutory rights.
Get in touch
hello@settlecalm.com
Or use the form on our Contact Us page. Include your order number, or the name and email address you ordered with, and we'll get back to you as quickly as we can.
Shipping Policy
At Settle, shipping is free on every order, wherever we deliver. Here's how dispatch and delivery work, and what to do if anything goes wrong.
How long we take to dispatch
We pack and dispatch orders within 1–3 working days. "Dispatched" means your parcel has been handed to the courier and is on its way to you. You'll get a tracking email at that point.
Around Bonfire Night, Christmas and New Year we're busiest, and dispatch can take up to 7 working days. If your dog struggles with fireworks, ordering a couple of weeks ahead gives the diffuser time to arrive and start working before the bangs begin.
Delivery times
These are estimates from the day your order is dispatched, not the day you place it. Your location makes the biggest difference.
🇬🇧 United Kingdom: 2–4 working days 🇮🇪 Ireland: 3–6 working days 🇩🇪 Germany: 4–8 working days 🇫🇷 France: 4–8 working days 🇳🇱 Netherlands: 4–8 working days 🇧🇪 Belgium: 4–8 working days 🇪🇺 Rest of Europe: 5–10 working days 🇺🇸 United States: 6–12 working days 🇦🇺 Australia: 8–15 working days 🌍 Rest of world: 10–20 working days
During peak periods couriers can run behind and tracking may update less often. That's outside our control, but if your parcel looks stuck, get in touch and we'll chase it.
Orders shipped outside the UK can be held by customs for inspection, which can add a few days. Any import duties or taxes are set by your country and aren't included in our prices. If you're unsure whether they apply to you, your local customs authority will have the details.
Checking your address
Please double-check your address and postcode at checkout. A missing flat number or wrong postcode is the most common reason a parcel goes astray.
If our system flags a problem with your address, we'll email you to confirm it. If we haven't heard back within 3 working days, we'll cancel and refund the order rather than send it somewhere we're not sure of.
Spotted a mistake after ordering? Email hello@settlecalm.com within 24 hours and we'll update it. After that your order may already be packed, so we can't promise a change, but we'll always try.
If delivery is delayed
We want your diffuser plugged in as soon as possible, and we dispatch as quickly as we can. Occasionally things slow down for reasons we can't control: bad weather, courier disruption, customs checks, or a stock or payment check on our side. If we spot a delay before dispatch, we'll email you straight away.
Delivery dates are estimates rather than guarantees, but we'll keep you updated and help however we can.
Lost or missing parcels
Your order is our responsibility until it reaches you. If tracking shows your parcel is lost, or it hasn't arrived within 7 working days of the top end of your estimated delivery window, email hello@settlecalm.com with your order number. We'll open a claim with the courier and send a replacement or a full refund, whichever you'd prefer. You won't be left chasing a courier on your own.
If tracking shows the parcel was delivered but you can't find it, first check with neighbours, your building's post room, and any safe place you named at checkout. Most "missing" parcels turn up this way. If it still hasn't appeared after 48 hours, let us know and we'll investigate with the courier.
Changes to this policy
We may update this page from time to time, for example if we change courier or add new delivery destinations. The version published at the time you order is the one that applies to that order. If you have any questions, email hello@settlecalm.com and a real person will reply.
Returns & Refund Policy
Last updated: September 2026
Settle exists to help anxious dogs feel safe. It shouldn't make their owners feel the opposite.
If anything isn't clear, email hello@settlecalm.com and a real person will reply.
The short version
- Every order is covered by our 60-Day Settle Guarantee. Use it properly. If it doesn't help your dog, we'll refund you.
- Separately, you have a legal right to cancel any order within 14 days of delivery, for any reason.
- Damaged or faulty items are replaced or refunded at no cost to you.
Give it time to work
A pheromone diffuser isn't a quick fix. The signal needs to build up in the room, and your dog needs time to respond to it. Some dogs settle within days. Many need two or three weeks. A few need longer.
So before you decide it isn't working, please give it a fair go: at least 14 days, plugged in continuously, in the room where your dog spends most of their time. Our placement guide explains where it works best, and where it doesn't.
You don't have to wait 14 days to cancel. It's just our honest advice.
Cancelling or changing an order
Before it's dispatched: email us as soon as you can, ideally within 24 hours of ordering. Orders go into processing quickly, so we can't promise to catch every one, but we'll always try.
After it's dispatched: you have 14 days from the day you receive your order to tell us you'd like to cancel. You don't need to give a reason. Then send it back to us within 14 days of telling us. We'll refund the price you paid plus our standard delivery charge, within 14 days of receiving it (or of you sending us proof of posting, if that's sooner). Return postage is at your cost under this route.
In practice, if the diffuser hasn't helped your dog, our guarantee below is usually the simpler option.
The 60-Day Settle Guarantee
We think the science behind Settle is solid. We also know pheromone diffusers don't work for every dog, and we'd rather say that plainly than pretend otherwise.
So here's the deal: use Settle for as long as you like within 60 days of delivery. If your dog isn't noticeably calmer, email hello@settlecalm.com with your order number, or the name and email address you ordered with. We'll refund the price of your order. You won't be asked to argue your case.
A few details:
- The guarantee runs for 60 days from the date your order is delivered.
- It covers used products. That's the point of it.
- We'll let you know whether we need the diffuser unit back. If we do, we'll send instructions.
- Delivery charges, if you paid any, aren't included in a guarantee refund.
- One guarantee claim per household.
- Refunds go back to your original payment method within 7 business days of approval.
Damaged or faulty items
We pack carefully, but couriers don't always. If your order arrives damaged, email us within 72 hours of delivery with a clear photo and your order number, and we'll send a replacement or refund you, whichever you prefer, at no cost to you.
"Damaged" means the diffuser unit or refill itself is broken, leaking, or defective. A dented outer box with a product inside that works fine isn't damage, but if you're not sure, send us the photo anyway.
If something develops a fault later, your rights under the Consumer Rights Act 2015 apply: a full refund if it's faulty within 30 days, and a repair, replacement, or refund after that. We cover the return postage for faulty items.
We can't refund or replace items damaged by misuse, or through ordinary wear and tear.
Delivery
Your order is our responsibility until it reaches you. If tracking shows it delivered but it's nowhere to be found, tell us within 7 days and we'll investigate with the courier. If it's genuinely gone, we'll resend or refund.
Occasionally deliveries are delayed for reasons outside our control, such as courier disruption or severe weather. We'll keep you informed as best we can. If your order still hasn't arrived 30 days after the expected delivery date, you can cancel it for a full refund.
Incorrect shipping address
Please check your address at checkout. If you spot a mistake, email us straight away and we'll correct it before dispatch wherever we can.
If an order is delivered to the address you gave us and that address was wrong, we can't offer a free resend or refund, but we'll do what we can to help you recover it.
Subscriptions
If you're on a Settle subscription, you can pause, skip, or cancel at any time before your next order is processed, either from your account or by emailing us. Refills already dispatched are covered by the damaged and faulty items terms above. The 60-Day Settle Guarantee applies to your first order.
Changes to this policy
We may update this policy from time to time. The version published when you placed your order is the one that applies to that order.
Nothing in this policy affects your statutory rights.
Get in touch
hello@settlecalm.com
Or use the form on our Contact Us page. Include your order number, or the name and email address you ordered with, and we'll get back to you as quickly as we can.