Return & Exchange Policy

We strive for complete customer satisfaction with every pet supply purchase, and this Return & Exchange Policy outlines clear eligibility requirements, procedures, and guidelines for returning or exchanging pet furniture, pet toys, and pet cleaning supplies. This policy applies to all products purchased directly through our online store, ensuring a fair, transparent, and efficient process for both customers and our team.

To be eligible for a return or exchange, pet supplies must meet strict condition criteria: all items must be unused, unworn, and in flawless, resalable condition, with no signs of use, damage, or modification. Every product must be returned with all original accessories and packaging, including assembly instructions, tags, labels, and any branded packaging. Specific exclusions apply: pet cleaning products that have been opened or used, pet toys that show signs of wear or damage, and pet furniture that has been assembled or used are not eligible for return or exchange. Returns and exchanges must be initiated within 30 calendar days of the delivery date; any requests submitted after this 30-day window will not be approved or processed.

Prior to returning any item, customers must contact our support team to obtain a valid Return Authorization (RA) number, which is required for all return shipments. Returns sent without a clearly marked RA number on the outside of the package will be refused, returned to the sender, or subject to significant processing delays. Once the RA number is issued, customers are responsible for securely packaging the items to prevent damage during return transit. Pet furniture should be carefully repacked in its original box with all parts and hardware included. Pet toys should be placed in their original packaging to maintain cleanliness and condition. Pet cleaning products must be sealed and packed to prevent leaks. We strongly recommend using a trackable shipping service for returns, as we are not responsible for lost, stolen, or damaged return packages in transit.

Once our warehouse receives and inspects the returned item, our team will notify the customer of approval or rejection within 3-5 business days. Inspections focus on verifying product condition, eligibility, and full compliance with the policy terms. Approved returns will be processed for a full refund to the original payment method used at checkout, while exchanges will be processed for the requested replacement product (subject to current inventory availability). Refund processing times vary by payment provider and bank, typically taking 3-7 business days to reflect in the customer's account after approval. Exchanges for higher-priced items require payment of the price difference, while exchanges for lower-priced items will receive a partial refund for the remaining balance.

Return shipping costs are the sole responsibility of the customer, except in cases where the return is due to our direct error: this includes defective products, items damaged due to improper packaging by our team, incorrect product shipment, or misrepresented product details. In these qualifying cases, we will reimburse reasonable standard return shipping costs upon receipt and verification of the return, provided the customer submits a valid shipping receipt. Original shipping fees paid at checkout are non-refundable unless the entire order is defective, incorrect, or unable to be fulfilled due to our mistake.

We reserve the right to refuse any return that does not meet the eligibility criteria, including used, damaged, altered, or improperly packaged items. International returns are subject to higher shipping costs, longer transit times, and potential customs fees, all of which are the customer's sole responsibility. We may update or modify this policy at any time without prior notice, with all changes posted on our website. By initiating a return or exchange, customers acknowledge and agree to all terms outlined in this policy.