Customer Care
Return & Refund Policy
We want you to be completely satisfied with your purchase. Our return policy is designed to give you peace of mind with a smooth, fair process. Please review your order on delivery and keep the packaging if you think you may return an item.
Return Eligibility
- Request your return within 5 business days of delivery by contacting our team.
- Once approved, returns must be sent in original condition within 21 days of delivery.
- Items must be unused, unassembled, and in their original packaging — including the original outer shipping box — with all tags attached.
- For returns based on personal preference (color, size, or change of mind), the customer covers return shipping and a 10% restocking fee, deducted from the refund.
- All sale items are final and are not eligible for return.
Initiating a Return
- Request your return within 5 business days of delivery by emailing help@designforpets.co with your order number and a brief reason.
- Our customer service team will guide you through the rest of the process.
- Once your return is approved, please send the item back within 21 days of delivery.
Return Shipping
- Customers cover return shipping unless the item is damaged, defective, or there was an error on our part.
- We recommend a trackable, insured shipping service for your protection.
- For change-of-mind returns, items are only eligible if unused and unopened in original condition.
Inspection & Processing
- Once received, our team inspects the item for any signs of use or damage.
- Items returned with damage may not be eligible for a full refund.
- Refunds are processed within 7 business days after the return is inspected and approved.
Refund Method
- Refunds are issued to the original payment method used for the purchase.
- Shipping and delivery charges are non-refundable.
- A restocking fee equal to 10% of the total purchase price applies to all items.
- Used items are not eligible for refund; where applicable, a partial refund may be issued after fees (such as cover replacement, restocking, and return shipping).
- Refunds reflect any original discounts and promotions. Please retain the original packaging, receipt, and all tags.
Exclusions
- Customized or personalized items are not eligible for return unless defective or sent in error.
- Clearance and final-sale items are non-returnable.
Damaged or Defective Items
- If your item arrives damaged or defective, contact us immediately. We will arrange a replacement or refund — including return shipping — after assessing the case with the carrier's insurance.
- The carrier's investigation and insurance process (e.g., through UPS) may take a few days up to one month to complete.
- No refund or replacement can be issued until the claim is fully resolved. We will keep you updated and notify you as soon as it is finalized.
Prepaid Return Shipping Label
- If your order arrives defective, missing items, or with the wrong product, we provide a prepaid return label.
- Prepaid shipping is valid only when using the original shipping box in the same size it was delivered in.
- If you choose to use your own box, return shipping costs are your responsibility.
At Design for Pets, we are dedicated to premium products for the well-being of your cherished pets. Because pet items can carry subtle traces of use, we are unable to accept returns on used products — thank you for understanding.
Questions about a return? Email help@designforpets.co and our team will help.