This Returns & Refunds Policy applies to all purchases made through www.tomypet.com and forms part of our Terms of Service.

1. All Sales Are Final Unless Otherwise Stated

Due to the nature of our business and third-party fulfillment, all sales are final unless a return or refund is explicitly approved by To My Pet in accordance with this policy.

We do not accept returns for:

  • Change of mind
  • Incorrect size or colour selection
  • Items that do not meet personal expectations
  • Delays caused by carriers, customs, or suppliers

2. Eligibility for Returns

A return may be considered only if:

  • The item arrives damaged, defective, or incorrect
  • You contact us within 7 days of delivery
  • You provide clear photographic evidence
  • The item is unused and in original condition (unless defective)

Failure to meet any of the above conditions will result in the return being refused.

3. Non-Returnable Items

The following items are not eligible for return or refund:

  • Items used, washed, altered, or assembled
  • Clearance or sale items
  • Items marked “Final Sale”
  • Items damaged due to misuse, pet behaviour, or improper care
  • Items returned without prior written approval

4. Third-Party Fulfilment Disclosure

Our products are fulfilled by third-party suppliers and shipped directly to customers.

As a result:

  • Return addresses may vary or be unavailable
  • Some items may not be returnable to the original supplier
  • Return shipping costs may exceed the product value

By purchasing from To My Pet, you acknowledge and accept these limitations.

5. Return Approval Process

All returns must be approved in writing before being sent back.

To request approval, email:
📧 info@tomypet.com

Include:

  • Order number
  • Reason for return
  • Clear photos or videos showing the issue

Returns sent without approval will be refused and not refunded.

6. Return Shipping Costs

  • Customers are responsible for all return shipping costs
  • Original shipping fees are non-refundable
  • We are not responsible for lost or delayed return shipments

We recommend using a tracked shipping service for any approved return.

7. Refunds (If Approved)

If a refund is approved:

  • Refunds are issued to the original payment method
  • Processing may take 5–10 business days
  • Refunds may be partial at our discretion

We reserve the right to:

  • Deduct restocking fees
  • Refuse refunds for items returned in unsatisfactory condition

8. Replacements

At our discretion, we may offer:

  • A replacement item
  • A partial refund
  • Store credit

We are not obligated to offer replacements or refunds in all cases.

9. Lost, Delayed or Stolen Packages

Once an order has been handed to the carrier:

  • We are not responsible for lost, delayed, or stolen packages
  • Delivery confirmation constitutes proof of delivery

Any claims must be raised with the carrier directly.

10. Customs, Duties & Refused Deliveries

Customers are responsible for:

  • Customs duties
  • Import taxes
  • Brokerage fees

Orders refused or returned due to unpaid customs fees are not eligible for refund.

11. Pet Use Disclaimer

Our products are intended for general pet comfort only.

We are not responsible for:

  • Pet injury
  • Property damage
  • Wear caused by chewing, scratching, or misuse

Pets should always be supervised when using new products.

12. Chargebacks & Payment Disputes

Initiating a chargeback without contacting us first constitutes a breach of these Terms.

We reserve the right to:

  • Dispute chargebacks
  • Provide evidence to payment processors
  • Permanently restrict future purchases

13. Policy Changes

We reserve the right to update or modify this policy at any time without prior notice.
The version in effect at the time of purchase will apply.

14. Contact Us

📧 info@tomypet.comand returns.