Refund policy
Last updated: August 16, 2026
At Proud Pet Shop, we want you and your pet to be completely happy with your purchase. If something isn't right, we're here to help.
30-Day Returns
You may request a return within 30 days of receiving your order.
To qualify for a return, the item must:
- Be unused and in its original condition
- Be free from signs of wear, damage, or use
- Include its original tags, accessories, and packaging where applicable
- Be accompanied by your order number or other proof of purchase
We reserve the right to decline a return if the item does not meet these requirements.
How to Request a Return
To begin a return, please email support@proudpetshop.com with:
- Your order number
- The name of the item you wish to return
- The reason for the return
- Photos of the item, when requested
Please do not send an item back before your return has been approved. We will provide you with the appropriate return instructions after reviewing your request.
Returns sent without prior approval may not be accepted.
Return Shipping
Unless the item arrived damaged, defective, incorrect, or otherwise qualifies for a return at our expense, the customer may be responsible for the cost of return shipping.
If Proud Pet Shop provides a return shipping label, we will provide instructions for using the label.
Original shipping charges are generally non-refundable unless the return is the result of an error on our part or the item arrived damaged or defective.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, or different from what you ordered, contact us at support@proudpetshop.com within 48 hours of delivery.
Please include:
- Your order number
- A description of the problem
- Clear photographs of the product
- Photographs of the packaging, if the package arrived damaged
This information helps us investigate the issue quickly.
Depending on the circumstances, we may offer a replacement, replacement parts, store credit, or a refund.
Please do not dispose of a damaged or incorrect item until we have advised you what to do with it.
Items That Cannot Be Returned
For health, safety, hygiene, or product-specific reasons, certain products may not be eligible for return.
These may include:
- Used pet-care or grooming products
- Products that have been damaged through misuse or improper handling
- Personalized or specially made products
- Products marked as final sale
- Gift cards
- Items that are otherwise identified as non-returnable on the product page
If you are unsure whether your item qualifies for a return, contact us before sending it back.
Sale Items
Unless otherwise stated on the product page, sale or promotional items may be subject to different return conditions.
Any applicable restrictions will be communicated at the time of purchase.
Exchanges
We do not guarantee direct exchanges because product availability can change.
If you would like a different item, size, or variation, the simplest option may be to return the original item in accordance with this policy and place a new order once your return has been approved.
Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow up to 10 business days for us to process an approved refund. Your bank, card issuer, or payment provider may require additional time before the refunded amount appears in your account.
If you have not received your refund after the applicable processing period, please contact us at:
Order Cancellations
If you need to cancel or change an order, contact us as soon as possible at support@proudpetshop.com.
Because orders may enter processing shortly after purchase, we cannot guarantee that a cancellation or change can be made once fulfillment has begun.
If your order has already shipped, you may need to receive the package and follow the return procedure described above.
Contact Us
If you have any questions about returns, refunds, damaged products, or your order, our customer support team is happy to help.
Proud Pet Shop
Email: support@proudpetshop.com
We're here to help make things right whenever we can.
Why I changed your original version
Your supplied text had several things I would not recommend keeping:
- It repeated the entire policy twice.
- It contained
[INSERT RETURN ADDRESS], which makes the store look unfinished. - It used Shopify's generic wording such as “perishable goods, flowers, plants, hazardous materials...” that doesn't really fit a pet-accessories store.
- It said customers would receive a return shipping label, but your actual policy may not necessarily provide free return shipping.
- It included the EU 14-day cooling-off section, which should be handled carefully based on where you sell and the laws applicable to your business.
- Your website specifically says damaged/defective products should be reported within 48 hours, so I incorporated that into the policy.