Refund Policy

Refund Policy - SoothPets

Last Updated: November 2025

At SoothPets, we want you and your pet to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.

1. Return Period

You have 30 days from the date of delivery to return most items for a full refund or exchange. Items must be unused, in their original packaging, and in the same condition as received.

2. Eligible Items for Return

The following items can be returned:

  • Unopened pet food and treats
  • Unused toys and accessories
  • Pet clothing and apparel in original condition
  • Grooming products that are unopened and sealed
  • Pet carriers, beds, and furniture in original packaging

3. Non-Returnable Items

For health and safety reasons, the following items cannot be returned:

  • Opened pet food or treats
  • Used or opened grooming products
  • Personalized or custom-made items
  • Items marked as final sale or clearance
  • Prescription medications or supplements
  • Perishable goods

4. How to Initiate a Return

To start a return:

  1. Contact our customer service team at contact@soothpets.com within 30 days of delivery
  2. Provide your order number and reason for return
  3. We will send you return instructions and a return authorization number
  4. Pack the item securely in its original packaging
  5. Ship the item back to the address provided

5. Return Shipping Costs

Defective or Wrong Items: We will cover all return shipping costs if you received a defective, damaged, or incorrect item.

Change of Mind: If you're returning an item because you changed your mind, you are responsible for return shipping costs.

International Returns: Customers are responsible for return shipping costs and any customs fees.

6. Refund Processing

Once we receive and inspect your return:

  • Approved refunds will be processed within 5-7 business days
  • Refunds will be issued to your original payment method
  • Please allow 5-10 business days for the refund to appear in your account
  • You will receive an email confirmation once your refund is processed

7. Exchanges

If you need to exchange an item for a different size, color, or product:

  • Contact us at contact@soothpets.com
  • We'll arrange for the exchange and provide instructions
  • Exchanges are subject to product availability

8. Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at contact@soothpets.com
  • Provide photos of the damaged item and packaging
  • We will arrange for a replacement or full refund at no cost to you
  • You may be asked to return the defective item

9. Wrong Item Received

If you receive the wrong item:

  • Contact us within 7 days of delivery
  • We will send you the correct item at no additional cost
  • We will provide a prepaid return label for the incorrect item

10. Late or Missing Refunds

If you haven't received your refund after the expected timeframe:

  • Check your bank account or credit card statement
  • Contact your credit card company or bank
  • If you still haven't received your refund, contact us at contact@soothpets.com

11. Partial Refunds

Partial refunds may be granted for:

  • Items not in their original condition or damaged due to customer handling
  • Items returned more than 30 days after delivery
  • Items missing parts or accessories not due to our error

12. Cancellations

You may cancel your order before it ships by contacting us immediately. Once an order has shipped, our standard return policy applies.

13. International Orders

International customers are responsible for:

  • Return shipping costs
  • Any customs duties or import taxes
  • Refunds will be issued in USD and may be subject to currency conversion fees by your bank

14. Contact Us

If you have any questions about our Refund Policy, please contact us:

Email: contact@soothpets.com
Customer Service Hours: Monday-Saturday, 8 AM - 6 PM (EUA Time)

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page.