Refund policy

Refund Policy

At Gentle Pets, we want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help. Please review our refund policy below for details on returns, refunds, and exchanges.

Eligibility for Refunds

We offer refunds under the following conditions:

Non-Delivery: If your order doesn’t arrive within 45 days of shipment (or a timeframe you specify), you may request a full refund.

Damaged or Defective Items: If your product arrives damaged, defective, or not as described, you’re eligible for a refund or replacement.

Incorrect Items: If you receive the wrong item, we’ll make it right with a refund or the correct product.

Note: Due to the nature of our products being sourced through SPOCKET, the return policy may vary depending on the product. Please read the product descriptions for more details on the return policy on a specific product.

Refund Process

To request a refund, please follow these steps:

Contact Us: Reach out within 15 days of receiving your order (or 45 days from shipment for non-delivery) at inquiries@gentlepets.store with your order number and a brief explanation of the issue.

Provide Evidence: For damaged, defective, or incorrect items, please include clear photos or videos of the product.

Approval: Once we review and approve your request, we’ll notify you of the next steps.

For approved refunds:

Refunds will be issued to your original payment method within 5-10 business days of approval.

Shipping costs are non-refundable unless the issue is due to our error (e.g., incorrect or non-delivered items).

Damaged or Defective Items

If your item arrives damaged or defective, we’ll work with our supplier, SPOCKET, to resolve the issue. We may offer a replacement at no additional cost or a full refund, depending on stock availability. Please report such issues within 30 days of delivery.

Non-Delivered Orders

If your order doesn’t arrive within the estimated shipping window (see our Shipping Policy), please contact us. We’ll investigate with SPOCKET and the shipping carrier. If the order is confirmed lost, we’ll issue a full refund or reship the item, at your preference.

Exclusions

Refunds or exchanges are not available for:

Items damaged due to misuse or improper handling.

Products purchased during a “final sale” or clearance event (unless damaged or defective).

Custom-made or personalized items (unless they arrive defective or incorrect).

Contact Us

If you have any questions about our refund policy or need assistance, feel free to email us at inquiries@gentlepets.store. We’re committed to making things right for you!