Refund policy
Return & Refund Policy
At Pet Pulse LLC, we're committed to ensuring you're completely satisfied with your purchase. Since each item is custom-made especially for you, we have a specific policy regarding returns and exchanges.
Manufacturing Defects and Damaged Items
If you receive a damaged product or there's a manufacturing error, we'll gladly provide a free replacement or refund within 30 days of delivery. To initiate this process:
- Contact us immediately at fitfriends@thepetpulse.com
- Include your order number
- Provide clear photos showing the damage or defect
- For multiple items with the same issue, please include all affected items in one photo
Please inspect your order immediately upon reception. If your item is defective, damaged, or incorrect, contact us right away so we can evaluate the issue and make it right.
Size, Color, or Change of Mind
Since all items are custom-made to order, we cannot accept returns or exchanges for:
- Incorrect size selections
- Color preference changes
- Change of mind purchases
- Any non-defective items
- Sale items
To ensure you select the right size and color, please carefully review:
- Size charts provided on each product page
- Color swatches and product images
- Product descriptions and specifications
Delivery Issues
In cases of unsuccessful delivery:
- We can arrange a reprint with additional shipping charges
- Alternatively, we can process a partial refund
Refund Process
When a refund is approved:
- For USD purchases, the refund will be processed to your original payment method
- For non-USD purchases, the refund will be automatically returned to your original payment source
- You'll receive a notification once we've received and inspected your return
- Approved refunds will be automatically refunded to your original payment method within 10 business days
- Please note that your bank or credit card company may require additional processing time
European Union Customers
If you're located in the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification. However, due to the custom nature of our products, this may be limited to manufacturing defects and damaged items.
Questions?
If you have any questions about returns or need assistance, please contact us at fitfriends@thepetpulse.com. If more than 15 business days have passed since your refund was approved, please reach out and we'll investigate the status.
We are here to help ensure you have the best possible experience with Pet Pulse products.