Refunds & Returns
CANCELLATIONS: BEFORE PRODUCT RECEIVED
Order cancellations are permitted up to 24 hours after placing your order. Send us an email within 24 hours and let us know the reason why you wish to cancel your order. In some cases you will be able to cancel your order after the 24h period, but only if the product is in the processing phase and not shipped yet.
Returns & Refunds
While we do our best to ensure that you have an amazing experience with Buddies Pet Shop, we understand sometimes things don’t quite work out. We are 100% committed to ensuring your satisfaction with your order. Our returns policy is 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
If you receive a defective or incorrect item we will replace it as fast as possible. Please report the issue to us via email and make sure to provide photo evidence. We 100% guarantee a replacement to any customer who receives an incorrect or defective . These issues, however, have to be reported 1 day upon receiving the product, so please make sure to check your product for defects as soon as it arrives!
We recommend that defected products are kindly donated to your local shelter, to provide extra comfort to cats and dogs without a home.
When it comes to refunds, you have two options:
We offer 100% cash refunds for any/all item(s) in your order. Your refund will be processed to whatever payment method you used when placing your order.
We offer store credit equivalent to any and all item(s) in your order.
Please note that you will be responsible for any and all return shipping costs. You will not be responsible for return shipping costs if the item you are returning is damaged.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
When shipping your item, you should consider using a trackable shipping service or purchasing shipping insurance. Without this we cannot guarantee that we will receive your returned item.
Wrong Address :
We are not responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation.
Costs to reship the package will fall upon the customer
In some instances the delivery may take longer than the standard shipping times stated above. External factors might cause shipping delays such as international customs processing and holidays that we cannot control. Please contact us if your package is taking too long to arrive and we will work with you to resolve any situation.
Due to factors that commonly affect international shipments, such as weather delays, global pandemics, holidays and customs inspections, we are unable to guarantee shipping times or refunds on delays outside of our control.