Return Policy

Our return and refund policy is simple and straightforward. Customers can return an item within 30 days of purchase for a full refund (less shipping costs). All items must be in their original condition and packaging, including tags, manuals, accessories and warranty cards.
Returns must be accompanied by the original receipt or proof of purchase from the store. Refunds will be issued to the same payment method used to make the purchase. If this is not possible, we will issue a store credit for the value of the returned item(s).
Customers are responsible for any associated shipping costs when returning an item. We recommend using a traceable delivery service as we cannot be responsible for items lost in transit. We do not accept COD deliveries or shipments sent freight collect. For any defective items, please contact us prior to returning them so we can provide you with further instructions on how to proceed with your claim.
What if the items you ordered arrive with production defects or those that have been damaged during packing and transit?
It's important that you inspect your order on delivery, please check if it's in good condition. If you're not happy, please contact us within 14 days of receiving your order, and we'll let you know how to return it.
We need these photos to ensure that our team can best evaluate the issue(s) and determine the optimal solution for you. In order to ensure that we are able to resolve your concern to your satisfaction and as promptly as possible, please send these photos:
  • A photo that clearly shows the items you received.
  • A photo of the larger area where the problem is located for easy identification.
  • A photo of the label that affixed to the package.
All returns are subject to inspection for quality control purposes upon arrival at our warehouse. Please note that any items returned with evidence of damage or wear may not be accepted as a return and no refund or store credit will be issued. We reserve the right to refuse returns from customers who have previously made multiple returns to us.
If you order the wrong item (wrong size, wrong pattern,...) and it's not our fault, we cannot return or replace your order. If there is no damage to the items when you receive them, we do not accept any returns. Due to the specificity of pet products, we are unable to make secondary sales. Thank you for your understanding.
Our quality team checks your items to make sure it's up to the very best standards before we send it to you. But if we've missed something or sent you the wrong thing, just let us know within 14 days. It really helps if you send us a few photos of the damage or any other issues. Our team will assess your complaint and let you know how to return the item. We'll either give you a full refund, or send you a replacement.
Can I change my order / cancel my order?
No, we cannot cancel the order when it was placed but please reach out to our customer support at, we will do everything we can to fix the issue.
What is the return policy for Buy with Prime Orders?
Some Buy with Prime orders are eligible for return. Click here to start the return process for Buy with Prime orders. For more information on the return policy for Buy with Prime orders, see About Our Returns Policies.
How long will my refund take?
  • Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
  • If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at
We hope that you are satisfied with your purchase but if you do need to return it, please follow these guidelines to ensure your experience is as smooth as possible - thank you!