Refund policy

SECTION 1 - RETURNS
If there is some kind of problem (faulty/broken products) please contact us: petsuniverseshop@gmail.com We would like to know more about your inconvenience.

Making customers happy, makes us happy!

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We only consider items if they are faulty or broken.

Clothes: Opened packages of clothes may only be returned for exchange to another size and not for a refund. Clothes that do not come in packages must not be worn, or washed and may also only be returned for exchange for another size and not for a refund. We will discard any returned items and send a replacement size, if available. If we are unable to exchange for your selected size, we will then refund your purchase completely.

Toys: These items are non-returnable. If your order, of either chewing or squeak toy, or both, is received damaged or defective, we will exchange it and then ship you out a replacement item.

Several types of goods are exempt from being returned. We will only accept products for return that are faulty or broken in some way. Please, have this in mind.

There are certain situations where refunds are not granted:

Any item not in its original package.
Any item that is returned more than 30 days after purchase.
Any item washed or worn.

SECTION 2 - REFUNDS (if applicable)
To complete your return, we require a receipt or proof of purchase.

If we conclude that your problem is justified based on your receipt or proof of purchase, we will send you an e-mail which will approve your return.

Once your return is received and inspected, we will send you an e-mail to notify you that we have received your returned item. After inspection, there can be a situation that the item is fully operated. In that case you lose your right for refund.
If everything is justified your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

SECTION 3 - LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at petsuniverseshop@gmail.com.

SECTION 4 - SALE ITEMS (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

SECTION 5 - EXCHANGES (if applicable)
We only replace items if they are faulty or broken. If you need to exchange it for the same item, send us an e-mail at petsuniverseshop@gmail.com.

SECTION 6 - SHIPPING
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.