Refund policy

Design for Pets Return and Refund Policy

We want you to be completely satisfied with your purchase from Design for Pets. Our return policy is designed to provide you with peace of mind while ensuring a smooth and fair process.

Please review your item(s) upon delivery. Retain packaging if you are considering a return. If there is an issue with your order, contact our customer service teams via email within three (3) days of receipt. If you receive a damaged, defective, or incorrect item, we’ll make it right.

Please take a moment to review the details below.

1. Return Eligibility

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 preferences, such as color, size, or a change of mind, customers are responsible for return shipping costs and a 10% restocking fee (will be deducted from the total refund).
  
  To help you choose with confidence, we encourage you to review our detailed size guides and product descriptions carefully before placing your order.
ALL sale items are FINAL and are not eligible for return.

2. Initiating a Return

To initiate a return, please contact our customer service team at help@designforpets.co with your order number and a brief reason for the return.
Our customer service team will guide you through the return process.

3. Return Shipping

Customers are responsible for return shipping costs unless the item is damaged, defective, or there was an error on our part.
We recommend using a trackable shipping service and insuring the package for your protection.
For returns initiated for personal reasons, such as a change of mind or dislike of the color, customers are responsible for the cost of return shipping. Please note that returns are only eligible if the item is unused and unopened in original condition.

4. Inspection and Processing

Once we receive the returned item, our team will inspect it for any signs of use or damage.
Returns received with damage may not be eligible for a full refund.
Refunds will be processed within 3 business days after the returned item is inspected and approved.

5. Refund Method

Refunds will be issued to the original payment method used for the purchase.
Shipping and delivery charges are non-refundable.
Your refund will be reduced by a restocking charge equal to 10% of the total purchase price on all items.
If the item appears used, the item is NOT eligible for refund.
- Depending on the item, partial refund may be issued after applicable fees (such as cover replacement fee, restocking fee, and return shipping), which will reflect retail/commercial costs.
Returns will reflect original discounts and promotions.
Be sure to retain the original packaging materials, receipt, and all merchandise tags for returns.

6. Exclusion

Customized or personalized items may not be eligible for return unless there is a defect or error.
Clearance or final sale items are non-returnable.

7. Damaged or Defective Items

In the rare event that your item arrives damaged or defective, please contact us immediately. We will arrange a replacement or issue a refund, including return shipping costs, after assessing the case with the courier’s insurance.

Please note that the carrier’s investigation and insurance refund process (e.g., through UPS) may take a few days up to one month to complete. During this time, we kindly ask for your understanding and patience.

Until the carrier’s investigation is fully processed and the insurance claim is resolved, no refund or replacement can be issued. We will keep you updated throughout the process and notify you as soon as the claim is finalized so we can promptly proceed with your refund or replacement.

Thank you for your understanding and cooperation.

8. Prepaid Return Shipping Label Eligibility

If your order arrives defective, missing items, or with the wrong product delivered, we will provide a prepaid return label. Please note that prepaid shipping is only valid when using the original shipping box in the same size it was delivered in.
If you choose to use your own shipping box, return shipping costs will be your responsibility.

At Design for Pets, we are dedicated to providing premium products for the well-being of your cherished pets. Our return policy underscores that we are unable to accept returns on used items, even if there are slight signs of usage, owing to the inherent nature of pet products. Pets, engaging in behaviors such as scratching, biting, and shedding, may leave subtle traces that compromise the hygiene and safety of these items. Upholding our commitment to delivering brand-new, unused products, we appreciate your understanding in this matter. For any concerns related to defective or damaged items, please promptly reach out to our customer service team for assistance. We value your trust in Design for Pets and look forward to continuing to meet your pet care needs with excellence.

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