What is our refund policy?

Welcome to our pet-loving community at The Relaxing Pets! Ensuring your satisfaction is our top priority, which is why we've crafted a simple and friendly refund policy just for you.

If you find that your purchase isn't quite what you expected or if there's any issue with the item, simply reach out to us at therelaxingpets@gmail.com. Our amazing customer service team is standing by, eager to assist you promptly.

For efficient processing of returns, please adhere to these guidelines: Return the item in its original packaging with all parts intact and undamaged, ensuring it shows no signs of wear and tear. Keep seals or tags intact and include all original components as received initially. These conditions are essential to facilitate a prompt resolution of your return request.

For certain items, it's important to pack them securely to prevent damage during return shipping, as this could affect your refund approval. Once we receive your return, our dedicated team will carefully inspect it to ensure it meets our criteria for a refund or replacement. Assuming all checks out, we'll swiftly process your refund or arrange for a replacement.

Just a quick note: our refund policy doesn't cover instances of change of mind or ordering the wrong item. In these cases, we're happy to offer you a replacement. If a return doesn't quite meet our conditions initially, don't worry. Your item will be safely stored at our warehouse until you're ready to try again. And throughout the entire process, we're here to support you every step of the way.

At The Relaxing Pets, we're committed to making your shopping experience as enjoyable and hassle-free as possible. Thank you for being a part of our community!

Can we exchange your item?

Absolutely! We want you to adore every purchase from us, so if you ever need to exchange your item, we're here to assist you every step of the way. Our exchange policy covers instances such as receiving the incorrect product or a faulty one, ensuring your satisfaction is our top priority. Unfortunately, we are unable to accommodate exchanges due to changes of mind.

To ensure a seamless process, please review the terms and conditions outlined above. Items that do not meet these criteria may not qualify for store credit or exchange. Not to worry though, we'll keep them safe until you're ready to arrange for their return.

Simply contact us for the correct return address and ensure the product is sent back within 30 days of your order date to qualify for an exchange or store credit.

Lost or Stolen or Undelivered Order

We understand that sometimes things don't go as planned with deliveries, but rest assured, we're here to help! If your order happens to go missing, is stolen, or doesn't show up, don't fret – we've got you covered. While we can't issue refunds for these rare occurrences, we're more than happy to send you a replacement promptly.

Our dedicated team will collaborate with our trusted shipping partners to investigate and resolve the issue swiftly. Your satisfaction is incredibly important to us, so we may even expedite a new shipment at no additional cost to you, just to ensure everything is made right.

To initiate a reshipment or for any questions, please reach out to our super-friendly customer service team at therelaxingpets@gmail.com. We're here to make sure you and your pet have a seamless experience with us.

Did you receive a faulty product?

We want your experience with us to be nothing short of fantastic! If you've received a product that's faulty, damaged, or not quite what you expected, don't hesitate to reach out. Our dedicated customer service team is here to assist you.

Please contact us at therelaxingpets@gmail.com within 30 days of your order date, and we'll guide you through the process to make things right. To expedite the resolution, it would be incredibly helpful if you could share a photo or video of the issue. Once we've confirmed the problem, we'll arrange a replacement for your original item. Please note that without a photo or video, we won't be able to proceed with a replacement or refund. Your understanding and cooperation are greatly appreciated!

If you discover a fault after the initial 30-day period, don't worry! You can still contact us, though we may need to assess the item upon its return. Please keep in mind that items damaged due to misuse may not be eligible for replacement or refund.

Your satisfaction is our top priority, so please let us know how we can assist you further. We're here to help ensure you and your pet are happy customers!

Goods that are excluded for returns?

We want you to be thrilled with your purchases at our pet store! Our aim is to ensure your complete satisfaction, but there are a few exceptions to our return policy. Unfortunately, we cannot accept returns on items unless their seal is intact, they are faulty or significantly differ from what was advertised. This includes clearance items and purchases made with store vouchers, which are non-refundable.

We understand that personal preferences are important, but slight color variations, minor size differences, or personal scent preferences are not covered under our return policy. However, if you have any questions or need assistance, please don’t hesitate to contact us! We're here to help.

Do I pay shipping costs for the returns?

Returning items is a breeze with us! Please note, that you'll be responsible for covering the return shipping cost, which unfortunately we can't refund. For your peace of mind, we recommend using a trackable service when sending items back to us. While we strive for hassle-free returns, any lost items during shipping are outside our control.

If your order came with Free Express shipping, we'll deduct the original shipping cost from your refund. Don't worry, we'll handle this for you smoothly.

In the rare event of receiving a faulty product, we've got your back! Once we verify the issue, you can expect reimbursement for the return shipping. Just drop us an email at therelaxingpets@gmail.com to start the process.

Before sending anything back, please reach out to us to confirm the correct return address. This ensures a seamless refund process. Items sent to the wrong address or the one on the parcel won't be eligible for a refund, and we want to avoid any hiccups for you!

How to Reach Us:

Questions or need assistance? Simply email us at therelaxingpets@gmail.com. Our dedicated team will respond within 48 hours. We're always here to assist you!