Refund policy

Refund & Return Policy — Pet 360

Our Promise At Pet 360, your satisfaction is our priority. We stand behind every product we sell. If something isn't right, we'll make it right — no hassle, no fine print.

Return Window You have 30 days from the date of delivery to contact us regarding a return or refund request.

When We Accept Returns & Refunds

Full refund or replacement — no return shipping required:

  • Item arrived damaged or defective
  • You received the wrong product
  • Item does not match the description on our website

Important: For damaged, defective, or incorrect items, please contact us within 15 days of delivery with photos or video evidence so we can resolve your case as quickly as possible. Requests submitted between days 16–30 will be reviewed on a case-by-case basis.

EU Customers — Right of Withdrawal If you are located in the European Economic Area (EEA), you have the legal right to withdraw from your purchase within 14 days of delivery, without providing a reason. To exercise this right, contact us within that period. Return shipping costs are the customer's responsibility unless the item is defective or incorrect.

How to Request a Return Contact us through our [contact page] with:

  1. Your order number
  2. A description of the issue
  3. Photos or video of the item (required for damaged/defective claims)

We'll respond within 2–3 business days.

Refund Processing Once your return is approved:

  • Refunds are issued to your original payment method
  • Processing time: 5–10 business days after approval
  • Additional time may be required depending on your bank or payment provider

Non-Eligible Items

  • Requests submitted after 30 days from delivery
  • Items damaged due to misuse, negligence, or improper handling
  • Items without a verifiable defect or valid reason for return
  • Perishable or hygiene-sensitive items that have been opened
  • Change of mind or no longer needed

Return Shipping Costs

  • If the return is due to our error (wrong or defective item): we cover all return shipping costs
  • If the return is due to a change of mind: return shipping is the customer's responsibility

Duties & Taxes For international orders, import duties and taxes are non-refundable as they are collected by customs authorities and are outside our control.

Force Majeure Pet 360 and its logistics provider are not responsible for damages or shipping delays caused by force majeure events, including but not limited to: epidemics, international conflicts, strikes, wars, earthquakes, floods, viruses, storms, heavy snowfall, and customs inspections.