Refund policy
Return & Refund Policy
Effective Date: May 26, 2026
At Gentle Pets, your satisfaction is our priority. Please read our Return & Refund Policy carefully before making a purchase.
1. Return Eligibility
We accept return requests under the following conditions:
- The item was received damaged, defective, or incorrect
- The return request is submitted within 30 days of the confirmed delivery date
- The item is unused, unwashed, and in its original packaging
The following items are not eligible for return: Consumable products, hygiene-related items, and any item marked Final Sale at the time of purchase.
2. How to Submit a Return Request
To initiate a return, contact our support team with the following information:
- Your full name and order number
- A clear description of the issue
- 2 to 3 photos or a short video showing the damage or defect
Please do not ship any item back before receiving written approval from our team. Unauthorized returns will not be processed or refunded.
3. Refunds
Once your request is reviewed and approved, we will process your resolution as follows:
| Situation | Resolution |
|---|---|
| Damaged or defective item | Full refund or free replacement |
| Wrong item received | Full refund and free replacement |
| Item not as described | Full refund upon approval |
| Change of mind (unused, original packaging) | Store credit only — return shipping at customer's expense |
Approved refunds are issued within 5 to 7 business days to your original payment method. Additional processing time from your bank or card provider may apply.
4. Replacements and Exchanges
If you prefer a replacement over a refund, a new item will be shipped at no additional cost once the claim is approved. Exchanges for a different product are processed as a new order, and any price difference will be charged or refunded accordingly.
5. Return Shipping
| Situation | Responsibility |
|---|---|
| Defective, damaged, or wrong item | Gentle Pets covers return shipping |
| Change of mind or buyer's remorse | Customer covers return shipping |
A prepaid return label will be provided by email where applicable.
6. Lost or Undelivered Packages
If your tracking status shows delivered but you have not received your order, please contact us within 7 days of the marked delivery date. We will open an investigation with the carrier and provide a resolution within 5 business days. Gentle Pets is not liable for packages confirmed delivered to the correct address that are subsequently stolen; however, each case will be reviewed individually.
7. Late or Missing Refunds
If you have not received your refund after 10 business days, we recommend checking your bank account and contacting your card provider, as processing times may vary. If the issue remains unresolved, please reach out to us directly and we will escalate the matter immediately.
8. Contact Us
For any questions or concerns regarding this policy, please contact our support team:
Email: gentlepet259@gmail.com Phone: +1 424-469-5909 Support Hours: Monday to Friday, 9:00 AM – 6:00 PM
Gentle Pets reserves the right to modify this policy at any time. Updates will be reflected on this page with a revised effective date. Continued use of our store following any changes constitutes acceptance of the updated policy.