Refund policy

Refund & Returns Policy

We want you to be happy with your purchase from PradelSens Pets. If you need to return an item, please contact us first so we can provide the appropriate return instructions.

14-Day Returns

You have 14 days from the date you receive your item to request a return.

To be eligible for a return under our 14-day returns policy, your item must be:

Unworn or unused
In the same condition in which you received it
With any original tags attached
In its original packaging, where applicable
Accompanied by your receipt or other proof of purchase

To start a return, please contact us at contact@pradelsenspets.com.

Because we work with fulfilment partners and suppliers, return addresses may vary depending on the product and order. Please do not send an item back without contacting us first. We will provide the appropriate return address and instructions for your order.

Return Shipping

Unless the item is defective, damaged, incorrect, or otherwise required to be returned at our expense by applicable law.

If your return is accepted, we will provide instructions explaining where and how to send your package.

Damaged, Defective, or Incorrect Items

Please inspect your order when you receive it and contact us as soon as possible if:

Your item arrives damaged;
You receive a defective item; or
You receive an item different from what you ordered.

Please contact contact@pradelsenspets.com and include your order number and, where appropriate, photographs showing the issue. We will review the issue and work with you to find an appropriate solution, which may include a replacement or refund.

Nothing in this policy affects your statutory rights regarding faulty, damaged, misdescribed, or otherwise non-conforming goods.

Non-Returnable Items

Certain products may not be eligible for return where permitted by applicable law. These may include:

Products that are personalised or made specifically to your requirements;
Perishable goods;
Sealed products that cannot be returned for health or hygiene reasons once opened;
Products that have been materially used, damaged, or altered after delivery.

If you are unsure whether your item is eligible for return, please contact us before sending it back.

Sale Items and Gift Cards

Unless required by applicable law, promotional or sale items and gift cards may be subject to different return conditions. Any applicable restrictions will be communicated at the time of purchase.

Exchanges

If you would like a different product, size, colour, or variation, please contact us at contact@pradelsenspets.com.

Where an exchange is not available, we may ask you to return the original item and place a new order.

EU Right of Withdrawal

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason.

How to exercise your right of withdrawal:

If you have a PRADELSENSPETS account, you can start your return or cancellation request directly at: https://shopify.com/107394498901/account — go to your Orders, select the relevant order, and follow the steps.
If you checked out using a phone number only (without an email address), you cannot use the link above. Please use the returns link in your SMS order confirmation instead.

After notifying us, you must return the goods within 14 days.

Refunds: Once we receive your returned goods (or proof that you have sent them back), we will refund your payment — including the standard outbound delivery cost — within 14 days. Refunds are issued to your original payment method.

Return shipping costs for withdrawal returns are your responsibility, unless the item is faulty, damaged, or incorrectly sent.

Exemptions — the right of withdrawal does not apply to:

Personalised or custom-made products
Sealed goods that cannot be returned for health or hygiene reasons once opened
Perishable goods

Where your statutory withdrawal rights apply, they take precedence over any other provision in this policy.

Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 14 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If a return does not meet the applicable return conditions, we may be unable to provide a refund, except where a refund is required by applicable law.