Refund policy

At our store, we care deeply about your pets and want to ensure you get exactly what they need. Because we deal with pet health (food) and safety (accessories), our policy is structured to maintain strict hygiene standards while remaining fair to our community.

Please read through our guidelines below to see how we handle returns and exchanges.

1. The 7-Day Window

We offer a 7-day return or exchange window from the date of delivery. Because pet items require strict hygiene controls, any request made after 7 days from delivery will not be entertained under any circumstances.

To be eligible for a return or exchange, all items must be:

• Unused, unwashed, and in their original condition.

• In the original, undamaged packaging with all tags, seals, and barcodes intact.

2. Pet Food & Consumables Policy

To guarantee the health and safety of all pets, we do not accept returns or exchanges on pet food, treats, or health supplements if you simply change your mind or if your pet dislikes the flavor.

Exceptions for Food Products

We will only issue a replacement or refund for food products under two strict conditions:

1. Damaged Goods: The packaging was punctured, torn, or compromised during transit.
2. Expired Products: The product delivered is past its expiry date.

Mandatory Proof Required: To claim a return or refund on food products, you must email or message our support team within 24 hours of delivery with clear photographic proof showing the damage or the expiry date.

3. Dog Accessories & Gear Policy

Dog accessories (collars, leashes, harnesses, toys, apparel) are eligible for return or replacement only if they arrive damaged or defective. We cannot accept returns for size mismatches or if your pet chewed the product after opening.

The Unboxing Video Requirement (Strictly Enforced)

To protect our business against fraudulent claims, we require a continuous, unedited unboxing video to process any return or replacement for dog accessories.

Your video must clearly show:

• The shipping label on the package before opening.

• The package being opened for the very first time.

• The specific damage or defect on the accessory.

Note: If the video is edited, cut, or filmed after the package has already been opened, the claim will be automatically rejected.

4. How to Initiate a Return or Exchange

If your items meet the criteria above, please follow these steps to log your request: