Refund policy

 

Return Policy

Thank you for shopping with us! We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, the following conditions must be met:

 

  • Items must be returned within 14 days of receiving them.
  • The item must be in the same condition as received, unused, and with tags still attached.
  • Customers are responsible for all return shipping costs.
  • A restocking fee of $7.99 will be deducted from your refund amount.*
  • Any complimentary physical items received with the product must also be returned in the same condition as received.

*As a family owned pet brand, hygiene and safety are extremely important to us and our customers. Every returned product is carefully inspected by our team: real people, not machines - to ensure there are no hairs, stains, or signs of use before it can be made available again. This small fee helps cover the cost of that quality check and cleaning process, so we can maintain the high standards our dog-loving community expects.

To start a return, you can contact us at team@pelsbarn.org.

If your return is approved, we will provide you with detailed instructions on how and where to send your package. Please note that the customer is responsible for covering the return shipping costs. Packages sent back to us without prior return authorization will not be accepted.

 

Damages or Quality 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. In such cases, we require clear pictures of the defect or damage to expedite the resolution process. Please, email the pictures along with your order number to team@pelsbarn.org.

 

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 nail trimmers and wipes). We also do not accept returns for hazardous materials, flammable liquids, or gasses. Please, get in touch if you have questions or concerns about your specific item.


Unfortunately, we cannot accept returns on gift cards.

 

Sale Items:
Sale items are eligible for returns.

Exchanges:
Exchanges are possible for both sale and non-sale items, as long as it is not a customized item or a personal care item. Exchanges follow the same process and policy as returns. Please contact us at team@pelsbarn.org to initiate your exchange. *excluded from restocking fee

 

Restocking Fee:
A restocking fee of $7.99 USD will be deducted from your refund amount for all eligible returns. This fee covers the costs associated with processing and restocking your returned item. *exchanges are excluded from restocking fee

As a family owned pet brand, hygiene and safety are extremely important to us and our customers. Every returned product is carefully inspected by our team—real people, not machines—to ensure there are no hairs, stains, or signs of use before it can be made available again. This small fee helps cover the cost of that quality check and cleaning process, so we can maintain the high standards our dog-loving community expects.

 

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 team@pelsbarn.org.