At Gentle Pets, we want you to shop with confidence. If there is any issue with your order, we’re here to help.
Damaged or Defective Products
If your product arrives damaged, defective, or not functioning as intended, please contact us within 30 days of delivery.
Please include:
- Your order number
- Clear photos or videos showing the issue with the product itself
Note: this policy covers damage to the product. Minor cosmetic damage to outer packaging alone (such as a dented or creased shipping box) that does not affect the product inside is not eligible for refund or replacement.
After reviewing your claim, we will provide an appropriate solution, including a replacement or refund where applicable.
Incorrect Items
If you receive the wrong product, wrong size, wrong color, or an incorrect item due to our fulfillment process, please contact us within 30 days.
Once verified, we will arrange a replacement at no additional cost.
Lost Packages
If your order has not arrived within the expected delivery period, please contact our support team.
Please note that lost package investigations can take several weeks depending on the shipping method and destination, and in some cases up to 1-2 months to fully resolve. We will investigate the shipment with our carrier and, if the package is confirmed lost, we will provide a replacement or refund. We appreciate your patience during this process.
Change of Mind
If you no longer want your order after receiving it, returns may be accepted if:
- The item is unused.
- The item is in its original packaging.
- The item is in resalable condition.
Customers are responsible for return shipping costs unless the item is defective or an incorrect item was received.
Return Authorization
Please do not return any item without contacting us first.
Our support team will review your request and provide the correct return instructions if a return is required. Returns sent without prior authorization may not be accepted.
Non-Returnable Items
- Used products
- Personalized or customized items
- Items that cannot be resold for hygiene or safety reasons
Refund Processing
Approved refunds will be issued to your original payment method. Please allow several business days for your bank or payment provider to process the refund after it has been issued.
Contact Us
If you have any questions regarding returns or refunds, please contact us.
Email: gentlepet259@gmail.com