Refund policy

Return & Refund Policy

By placing an order with our store, you agree to the terms outlined below.

Return Eligibility

We offer returns within 15 days of delivery for eligible items only. To qualify for a return, the item must:

  • Be unused, unworn, and in original condition
  • Include all original tags, packaging, accessories, manuals, and inserts
  • Show no signs of use, washing, pet hair, odors, scratches, or damage caused after delivery
  • Be accompanied by proof of purchase or order confirmation

For hygiene, safety, and quality-control reasons, all returned items undergo a detailed inspection before approval.

Please note that items returned in a condition different from how they were shipped may be rejected or subject to partial refund deductions.

Return Request Process

To request a return, contact us at petnest07@gmail.com with:

  • Your order number
  • Reason for return
  • Clear photos/videos of the product and packaging

Returns sent without prior authorization will not be accepted.

If approved, return instructions will be provided. Customers are responsible for securely packaging the item to avoid transit damage.

Return Shipping

Customers are responsible for all return shipping costs unless the wrong item was received or the product arrived damaged.

Original shipping charges, customs fees, duties, taxes, and handling fees are non-refundable.

We recommend using a trackable shipping method, as we are not responsible for lost or delayed return shipments.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. Claims for damaged, defective, or incorrect items must be submitted within 48 hours of delivery with supporting photos/videos.

Failure to report issues within this timeframe may result in the claim being declined.

Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Gift cards
  • Personalized or custom-made products
  • Opened personal-care or hygiene-related products
  • Perishable goods
  • Products damaged through misuse, improper handling, or normal wear and tear

Exchanges

We currently do not offer direct exchanges. If eligible, customers may return the approved item and place a new order separately.

European Union Cooling-Off Period

For orders shipped to the European Union, customers may request a cancellation within 14 days of delivery in accordance with applicable consumer protection laws.

Items must still meet all return eligibility conditions listed above.

Refunds

Once your return is received and inspected, we will notify you regarding approval status.

If approved, refunds will be issued to the original payment method within 10 business days. Depending on your payment provider, processing times may vary.

Refunds may be reduced if:

  • The item is returned incomplete or damaged
  • Packaging is missing or heavily worn
  • The item shows signs of use beyond necessary inspection

If more than 15 business days have passed since your refund approval, contact us at petnest07@gmail.com