Refund policy

Return and Refund Policy

We offer a 15-day return period. You have 15 days after receiving your order to request a return.

Return Eligibility

To qualify for a return, the item must be unused, in the same condition in which it was received, and returned with its original packaging and accessories. Proof of purchase is also required.

Starting a Return

To request a return, contact us at suportatpetcare@gmail.com with your order number and reason for the return.

If your request is approved, we will provide return instructions and the correct return location. Because our products may ship from different fulfillment locations, the return address may vary by item.

Please do not send a product back before receiving return authorization. Unauthorized returns may not be accepted.

Return Shipping

If an item arrives damaged, defective, or incorrect, we will provide a suitable resolution and cover reasonable return-shipping costs when a return is required.

For other approved returns, including changes of mind or ordering the incorrect size or color, the customer is responsible for return-shipping costs. Original shipping charges are nonrefundable unless the item arrived damaged, defective, or incorrect.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If your product is damaged, defective, or incorrect, contact us promptly with your order number and clear photos or video of the issue. We will evaluate the problem and work to make it right.

Nonreturnable Items

We cannot accept returns for:

  • Items that have been used, damaged, or altered after delivery

  • Opened replacement filters or other hygiene-sensitive products

  • Personalized or custom-made items

  • Gift cards

  • Products clearly marked “Final Sale”

Regularly discounted products are still eligible unless specifically marked Final Sale.

Exchanges

The fastest way to receive a different product, size, or color is to return the original item and place a new order after the return is approved.

European Union Cooling-Off Period

For merchandise shipped into the European Union, customers may have the right to cancel or return an order within 14 days without providing a reason. Returned merchandise must be unused, in its original condition and packaging, and accompanied by proof of purchase.

Refunds

We will notify you after receiving and inspecting your return. If approved, your refund will be issued to the original payment method within 10 business days.

Your bank or credit-card provider may require additional processing time. If more than 15 business days have passed since your refund was approved, contact us at suportatpetcare@gmail.com.