Refund & Return Policy

Our Commitment to You

At [Your Store Name], every dog toy we sell has been chosen with your pup's safety, happiness, and durability in mind. We know that sometimes a toy just isn't the right fit — wrong size, wrong play style, or simply not what your dog wanted to chew on today (dogs can be picky). Whatever the reason, we want every experience with us to end with a wagging tail.

This policy covers all orders placed directly through our website. If you purchased through a third-party retailer or marketplace, please contact that retailer directly for their return process.

Returns

You may return most items within 30 days of the delivery date for a full refund or store credit. To be eligible for a return, the toy must meet all of the following conditions:

• The item has not been used, chewed on, or opened by your pet
• The item is in its original, undamaged packaging with all tags attached
• The item was purchased directly from our website (not from a third-party seller)
• The item is not listed as a final sale or clearance product at the time of purchase

We inspect all returned items upon receipt. Items that do not meet the above conditions may be returned to you or subject to a partial refund at our discretion.

Damaged, Defective, or Incorrect Items

We take quality seriously. If your order arrives damaged, defective, or is not what you ordered, we will make it right at no cost to you — no need to ship anything back in most cases.

Please contact us within 7 days of delivery if:

• A toy arrived broken, torn, or with a manufacturing defect
• The item received does not match what you ordered (wrong product, wrong size, wrong colour)
• Your package was visibly damaged in transit

When you contact us, please include your order number and 2–3 clear photos showing the issue. We'll review your request promptly and either send a free replacement or issue a full refund — whichever you prefer.

Note: Normal wear and tear from regular use, chewing, or rough play is not considered a defect. Dog toys are not indestructible, and we always recommend supervising your pet during play and replacing toys once they become heavily worn.

Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for return unless they arrived damaged, defective, or incorrect:

• Used or opened toys — any toy that has been played with, chewed, or removed from its original packaging
• Rope and plush toys that have been laundered or exposed to moisture
• Personalised or custom-engraved products made to order with your pet's name or details
• Gift cards — all sales are final
• Final sale and clearance items — clearly marked at the time of purchase
• Subscription box items — individual items from curated boxes are not eligible for standalone return; please contact us if you received a damaged or incorrect item in your box

Refunds

Once we receive your returned item, our team will inspect it within 2–3 business days. You will receive an email confirmation once the inspection is complete and your refund has been approved.

Approved refunds are processed to the original payment method used at checkout:

• Credit or debit card: 5–10 business days depending on your card issuer
• Shop Pay / PayPal / Apple Pay: 3–5 business days
• Store credit: Applied instantly to your account upon approval

Original shipping fees are non-refundable unless the return is due to our error (damaged, defective, or incorrect item). If you received free shipping on your original order, the actual outbound shipping cost may be deducted from your refund.

If more than 10 business days have passed since your refund was approved and you have not seen the credit, please first check with your bank or card issuer. If the issue persists, contact us at support@yourpetstore.com and we'll investigate immediately.

Exchanges

We're happy to exchange an item if it arrived damaged, defective, or was the wrong product. We do not currently offer size or colour exchanges for change-of-mind returns — in those cases, please return the item for a refund and place a new order.

To request an exchange for a defective or incorrect item:

1. Email us at support@yourpetstore.com within 7 days of delivery
2. Include your order number and photos of the issue
3. We'll confirm your replacement and dispatch it as quickly as possible, typically within 1–2 business days of approval

Replacement items are shipped using the same method as your original order.

Return Shipping

For change-of-mind returns, the customer is responsible for the cost of return shipping. We recommend using a tracked shipping service, as we cannot be held responsible for items lost or damaged in return transit. Original shipping charges from your order are non-refundable.

For returns due to our error — including damaged, defective, or incorrect items — we will cover return shipping costs in full. In most cases, we'll ask you to dispose of the item rather than ship it back, and we'll simply send a replacement or issue a full refund.

Please do not send items back without first contacting us and receiving a Return Authorisation (RA) number. Unauthorised returns may cause delays in processing and cannot be guaranteed a refund.

How to Start a Return

Starting a return is simple. Here's what to do:

1. Email us at support@yourpetstore.com with the subject line "Return Request – Order #[your order number]"
2. Include the following: your full name, order number, the item(s) you'd like to return, and your reason for returning
3. Wait for our confirmation — our support team will respond within 1 business day with your Return Authorisation (RA) number and return instructions
4. Pack and ship the item securely in its original packaging. Write your RA number clearly on the outside of the parcel
5. Receive your refund within 5–10 business days of us receiving and inspecting the item

Please do not send items back before receiving an RA number, as this may delay your refund.

Gifts & Gift Orders

If you received one of our toys as a gift and it arrived damaged or isn't quite right, we want to help. Please contact us at support@yourpetstore.com with details about the item and its condition, and we'll work with you on a resolution — even without an order number in some cases.

Gift cards are non-refundable and cannot be exchanged for cash.

Safety & Supervision Notice

While not a returns matter, we feel it's important to note: no dog toy is completely indestructible. We always recommend supervising your dog during play, choosing toys appropriate for your dog's size and chewing strength, and retiring toys that become heavily worn or begin to break apart.

If you have questions about choosing the right toy for your dog's breed, age, or play style, our team is happy to help. Just drop us a line at support@yourpetstore.com.

Contact Us

Our support team is here Monday through Friday, 9am–5pm. We typically respond to all enquiries within 1 business day.

• Email: support@yourpetstore.com
• Response time: Within 1 business day

We genuinely care about your experience — and your dog's. If something isn't right, please reach out. We'll always do our best to make it right.