Refund policy

30 days to tell us it did not work

Every product here is sold to solve one specific problem. If it did not solve yours, email support@betterpetco.com within 30 days of delivery and we will sort it out.

What happens next depends on what went wrong. If it arrived damaged, wrong or defective, you send us nothing and it costs you nothing. If it works but it is not for you, there is a return route and we will tell you honestly what it costs you before you commit to anything.

This applies wherever you are, on the same terms.

What happens, in order

Email support@betterpetco.com with your order number and one line about what the product did not do. We answer within 24 hours on business days, and we tell you which of the routes below applies to you. Nothing is decided by a form.

If it arrived damaged, wrong, or defective

You send us nothing.

Photograph it, with the item and the packaging in the same shot showing the damage or the fault, and email that within 7 days of delivery. We send a replacement, or refund you in full, whichever you prefer. You pay nothing, and the faulty one stays with you.

The photograph is the whole process. It is not a hurdle, it is what lets us skip a return entirely.

If it works but it is not for you

Email us within 30 days and we will sort it out with you.

The formal route is a return: we give you the address, you post the product back to our fulfilment centre at your own cost, and we refund the full price within two business days of it arriving.

Be aware of what that costs before you commit to it. Our fulfilment centre is in China. We sell in several countries and ship everything from one place, which is set out in the Shipping policy. On a small item the postage can be more than the refund. We will tell you the honest arithmetic when you email, and if there is a better way to settle it for you, we will offer it.

That is not a formula. It is a conversation with a person, within 24 hours on business days.

Using it is the point

You cannot find out whether a product solves your problem without using it. So: unpack it, use it properly, use it more than once. A used product is not a problem for this refund. That is what the 30 days is for.

What we do ask is that it was used for what it is meant for. A grooming glove that has been through the washing machine, or a ramp used as a workbench, is not a product that did not work.

When you get your money

Refunds go to the original payment method within two business days of a photograph being accepted, of a returned parcel reaching us, or of us agreeing any other resolution with you. How long it then takes to appear is your bank's decision, usually three to five business days. If it has been more than ten business days since we confirmed a refund, email us and we will chase it.

There is no restocking fee at this store, on anything.

Exchanges

We do not run exchanges as a separate process. We refund you, and you order the right one if you still want it. It is faster for both of us, and it means you are never waiting on our stock to move before your money comes back.

What we cannot take back

Gift cards. That is the whole list. We do not sell perishables, custom-made items, or anything personal-care, so the usual paragraph about them would be describing a shop that is not this one.

Sale items

Refundable on the same terms as everything else. A discount does not make something final sale here.

If you are in the European Union or the United Kingdom

You also have a statutory right to withdraw from a distance purchase within 14 days of delivery, without giving a reason. Our 30 days is longer and simpler, and nothing above takes that right away from you.

If you exercise that statutory right, you bear the direct cost of returning the goods to our fulfilment centre, as set out above. We will tell you what that costs before you commit to it.

Cancelling before it ships

Email us as soon as you know, and we will check whether the order has already gone to fulfilment.

If it has not, we cancel it and refund you in full, no questions and no reason needed. If it is already being packed or has left, we cannot pull it back, and it becomes one of the routes above once it reaches you.

Orders are dispatched within 24 to 72 hours, so the sooner you write the better the odds. We tell you either way, in the same reply.

If your order never turns up

If it has not arrived within 30 days of the delivery estimate in our Shipping policy, you can cancel and we refund you in full. You do not have to wait for a carrier investigation to close first. This is your right under consumer protection law in most Canadian provinces, and we would rather write it down than make you go looking for it.

If we cannot deliver at all

If we cancel your order for any reason, for example because something turns out to be unavailable or an address cannot be reached, you are refunded in full within two business days. We tell you why.

Who we are

Questions: support@betterpetco.com

Returns are not accepted at this address. Email us first and we will send you the correct one, along with what the postage is likely to cost you.