Refund policy

We have a 14-day return policy, which means you have 14 days after delivery of your item to request a return. 

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

To request a return, please contact us at hello@pet-drop.com

Once your return is accepted, we’ll email you a printable return shipping label, as well as instructions on how and where to send your package. Items for return must be requested before being sent.

Refunds can take up to 30 days to process, as the return must be received. We will also require a receipt of your parcel and tracking details, as proof of shipping. Once the item is received, or if your item has been lost in transit and we have the shipment tracking proof, we will contact you and your refund will be processed.

If your return is received and is not in pristine condition, or does not reflect the returns information you sent us, we have the right the reject a return and will not issue a refund.

You can always contact us for any return question at hello@pet-drop.com. 

Damages and issues
Please inspect your order upon receipt 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 custom products (such as special orders or personalised items), and perishable goods (such as cleaning or care 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. 

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 of the refund being approved (to up 30 days after a return). 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 hello@pet-drop.com.

You can always contact us for any return question at hello@pet-drop.com.