Refund policy

Returns and Refunds Policy

We have a 14-day return policy. This means that you have 14 calendar days from the date you receive your order to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, you can contact us at: contact@byspetstore.com

The return address will be provided once your return request has been approved. Please do not send any products back without first receiving our instructions, as items returned without prior authorization will not be accepted.

If your return is accepted, we will send you instructions on how and where to send your package. Return shipping costs will be the responsibility of the customer, unless the product arrived defective, damaged, incorrect, or incomplete.

For any questions regarding returns, you can contact us at: contact@byspetstore.com

Damages, Defects, or Issues with Your Order

Please inspect your order as soon as you receive it and contact us as soon as possible if the item is defective, damaged, incomplete, or if you received the wrong product.

To assess the issue, we may request photos or videos of the product, the packaging, and the shipping label. Once the case has been reviewed, we will offer a solution, which may include a replacement, a refund, or compensation where applicable.

Exceptions and Non-Returnable Items

Certain types of items cannot be returned, such as personalized products, custom-made products, gift cards, or items that cannot be returned for hygiene reasons once they have been opened or used.

We also do not accept returns for items that have been used, damaged by the customer, or returned without their original packaging.

If you have any questions about a specific product, you can contact us before making your purchase.

Exchanges

The fastest way to get another product is to request a return for the item you have and, once the return has been accepted, place a new order for the product you want.

14-Day Right of Withdrawal in the European Union

If the order is shipped within the European Union, you have the right to cancel or return your order within 14 calendar days from the date of receipt, for any reason and without providing a justification.

To exercise this right, the item must be in the same condition that you received it: unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Once you have notified us of your decision to return the order within the 14-day period, you must follow the return instructions we provide. Returns sent without prior authorization will not be accepted.

Refunds

We will notify you once we have received and inspected your return, and we will let you know whether the refund has been approved or not.

If approved, the refund will be automatically issued to your original payment method within up to 10 business days. Please note that your bank or credit card provider may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund and you still have not received it, please contact us at: contact@byspetstore.com