Refund policy

Return & Refund Policy

We want you and your pet to love your purchase! We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

1. Return Eligibility To be eligible for a return, your item must be in brand-new, resalable condition:

  • Unused, with original tags, and in its original packaging.

  • Completely free of pet hair, dirt, stains, and pet odors (for hygiene safety).

  • Accompanied by the receipt or proof of purchase.

Pet Item Fitting Tip: To check if the size fits, we recommend placing the mat or cushion near your pet before removing the protective plastic wrap. For health and hygiene reasons, items that show signs of direct pet use or carry pet hair/odors cannot be accepted for return.

2. Return Shipping Costs

  • Defects, Damages, or Wrong Items: Please inspect your order upon receipt and contact us within 48 hours with photos. If the issue is our fault, we will provide a prepaid return label or issue a replacement/refund at no extra cost to you.

  • Customer Preference Returns (e.g., changed mind, wrong size ordered): The customer is responsible for the return shipping fees.

3. How to Start a Return

  1. Contact us at qwelokdd@gmail.com with your order number and reason for return.

  2. Once approved, we will provide the return shipping address: [INSERT YOUR ACTUAL RETURN ADDRESS] and return instructions.

  3. Items sent back to us without prior return authorization will not be accepted.

4. Exchanges The fastest way to get the item you want is to return the original item for a refund, and make a separate purchase for the new item.

5. European Union 14-Day Right of Withdrawal If merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days without justification. Please note that on hygiene grounds, used pet goods contaminated with pet hair or odors are exempt from return.

6. Refunds Once we receive and inspect your return, we will notify you of the approval status within 3-5 business days. If approved, your refund will be processed automatically to your original payment method within 5-10 business days.