Refund policy
Hassle-Free Returns
We want you — and your pet — to love every purchase. If something isn't right, we'll make it right.
Returns
We accept returns within 14 days of delivery. To be eligible, items must be unused, in their original condition, and returned in their original packaging with all accessories included.
Non-Returnable Items
The following items can't be returned:
- Used, damaged, or altered products
- Perishable goods
- Personalised or custom-made items
- Gift cards
- Clearance or final sale items (where stated)
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or isn't what you ordered, contact us within 14 days of delivery. Just send us your order number, a quick description of the issue, and a photo or video — we'll sort it out promptly with a replacement, store credit, or refund.
Change of Mind
No problem. You can return unused, unopened items within 14 days of delivery. Return shipping costs are the customer's responsibility for change-of-mind returns, unless otherwise required by the consumer protection laws applicable in your region.
Refunds
Once we receive and inspect your return, we'll let you know the outcome. Approved refunds are issued to your original payment method within 5–10 business days, depending on your provider. Original shipping charges are non-refundable unless the return is due to our error or a defective item.
Order Cancellations
Need to cancel? Contact us as soon as possible. We can cancel orders before they're processed and shipped — once dispatched, cancellation may no longer be possible.
Your Consumer Rights
Nothing in this policy limits any rights you may have under the consumer protection laws applicable in your region.
Questions?
Reach us at contact@truematepet.com — we aim to respond within 1–2 business days.