TheraPet — Return & Refund

Effective Date: October 19, 2026

1. Overview

This Return & Shipping Policy applies to physical products purchased directly from our TheraPet online store, including cat calming diffusers and refill kits. It explains our 30-day satisfaction guarantee, return and refund process, shipping arrangements, and what to do if a delivery is delayed, lost, damaged, or incorrect. Your mandatory rights under applicable consumer law remain unaffected.

2. Our 30-Day Satisfaction Guarantee

We offer a 30-day money-back guarantee on eligible TheraPet purchases.

If you are not satisfied with your product, contact us within 30 calendar days after delivery to request a return or refund under this guarantee.

Please include your order number and the reason for your request so we can help you promptly. We will provide return instructions when a return is required.

Nothing in this section limits your statutory rights concerning defective, misdescribed, or nonconforming goods.

3. How to Request a Return or Refund

Contact us using the support contact information published on our website or in your order confirmation.

Provide your order number, the email used at checkout, and a short explanation of the issue.

If the product is damaged, faulty, or incorrect, photographs may help us investigate more quickly.

Do not send a parcel to an address without receiving return instructions. We will explain whether the product must be returned and how to proceed.

4. Return Conditions and Costs

Where a physical return is required under our satisfaction guarantee, please follow the instructions provided by our support team.

We may ask you to return any remaining product components, accessories, and packaging that are reasonably available.

We will tell you whether a return label is provided or whether a shipping charge applies before you send anything.

For faulty, damaged, incorrect, or otherwise nonconforming products, return arrangements and costs will be handled in accordance with applicable consumer law.

We do not require original packaging where doing so would conflict with your statutory rights.

5. Refund Processing

Once a refund is approved, we will arrange it to the original payment method where technically possible, unless another method is agreed or required by law.

The time it takes for the refund to appear depends on the payment provider and your financial institution.

If a return is required, we will communicate when the refund will be processed and comply with applicable legal deadlines.

Any mandatory statutory refund rights take priority over discretionary guarantee conditions.

6. Order Processing and Shipping

Orders are processed after payment confirmation and relevant fraud or address checks.

Processing times, available delivery destinations, shipping charges, and estimated delivery dates are presented at checkout or in the order confirmation where applicable.

Delivery estimates are not guaranteed arrival dates unless expressly stated.

If an item is unavailable or fulfilment is materially delayed, we will contact you about available options in accordance with applicable law.

7. Tracking and Delivery Updates

Where tracking is available, we will provide tracking details by email or through the order-status page.

Tracking may take some time to update after dispatch.

Please check your confirmation email and order status before contacting support about a shipment.

8. Address Accuracy

Please review your shipping address carefully before placing your order.

If an error is discovered, contact us as soon as possible.

We will make reasonable efforts to update the address before dispatch, but changes may not be possible after the order has entered fulfilment or transit.

Additional reasonable reshipping charges caused by an incorrect address may apply where permitted by law and will be disclosed beforehand.

9. Delayed, Lost, or Missing Deliveries

If your order does not arrive within the stated estimated window, please contact our support team with your order number.

We will review the tracking information and, where necessary, investigate with the carrier.

If the package is confirmed lost or we are unable to fulfil the order, we will offer an appropriate resolution, which may include replacement or refund, in line with applicable consumer law.

A carrier status marked "delivered" does not automatically remove your statutory rights; we may request reasonable information to investigate a missing delivery.

10. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, incomplete, or different from what you ordered, please contact us promptly with your order number and details.

Photographs of the item and packaging can help us resolve the issue, but we will not impose requirements that override your legal rights.

Depending on the circumstances and applicable law, we may arrange a replacement, repair where appropriate, or refund.

11. Customs, Duties, and Taxes

Shipping fees and any taxes or import charges collected by our store will be shown at checkout where applicable.

Depending on your destination, customs authorities or carriers may assess import fees that are not collected by our store.

Any such potential charges should be disclosed where required by law.

If you receive an unexpected payment request, contact us so we can review it before you pay.

12. Contact and Consumer Rights

For shipping, return, or refund assistance, use the customer support email or contact form displayed on the TheraPet website or in your order confirmation.

Please include your order number whenever possible.

This policy does not exclude, restrict, or replace consumer protections that cannot lawfully be waived in your country or region. If this policy conflicts with mandatory law, that law prevails.