Refund policy

our right to withdraw If you are an EU customer, you have the right to withdraw from your order within 14 days without giving any reason. The withdrawal period begins

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at PetsXtraCS@hotmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at PetsXtraCS@hotmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at PetsXtraCS@hotmail.com.

on the day you (or someone you nominate) receive the last item in your order. If the withdrawal period ends on a weekend or public holiday, it is extended to the next working day.

How to exercise your right To start a return or cancellation request, log in to your account and go to your Orders page: https://shopify.com/101190828311/account. Select the relevant order and follow the instructions to submit your request.

Cancellations If your order has not yet been fulfilled, you can cancel it directly through your account.

Returning items Once you have submitted a withdrawal request, you must return the items without undue delay and no later than 14 days from the date you notified us. You are responsible for the cost of return shipping unless we have agreed otherwise.

Refunds We will refund you no later than 14 days from the day we receive your returned items (or proof that you have sent them, whichever is earlier). Your refund will include the standard outbound delivery cost — we do not refund premium or express delivery upgrades. Refunds are issued using the same payment method as your original purchase.

Exemptions The right of withdrawal does not apply to certain products, including but not limited to: perishable goods, personalised or custom-made items, sealed hygiene products that have been opened, or digital content that has been accessed.