Returns and Refunds
We would rather sort out a problem than argue about it. This page explains how to return something, how long you have, who pays the postage and how refunds reach you, including what happens when you paid with cryptocurrency.
1. The short version
You have 30 days from delivery to return an item that is unused and in its original packaging. If something arrived faulty, damaged or simply wrong, we cover the cost of putting it right. Email support@pet-nest.org to start either.
2. Your 30 day return window
Tell us within 30 days of delivery that you want to return something, then send it back within 14 days of us confirming.
To be accepted, an item must be unused, in the condition you received it, with its original packaging and any tags still attached.
3. What we cannot take back
For hygiene and safety reasons, we cannot accept returns of:
- Items that have been worn or used by a pet, including harnesses, collars, beds and carriers that show use.
- Grooming tools that have been used.
- Opened food, treats or consumables.
- Items that come back soiled, damaged or carrying pet hair.
This does not apply when the item is faulty. A fault is always covered, used or not.
Trying an item on your pet indoors, briefly and gently, does not count as used. Taking a harness out for a walk does.
4. How to start a return
Email support@pet-nest.org with:
- Your order number.
- Which item or items you are returning.
- Why, briefly. If it is faulty or damaged, attach photographs.
We will reply with the return address and instructions. Please do not post anything back before you hear from us, because unannounced returns are difficult to match to an order.
5. Who pays return postage
If you changed your mind, or the item did not suit your pet, you cover the return postage. Use a tracked service, because we can only refund what actually reaches us.
If the item is faulty, damaged in transit, or not what you ordered, we cover the postage. We will send you a prepaid label or refund your postage cost.
6. When you get your refund
We inspect returns as soon as they arrive, normally within two business days, and issue your refund within five business days of accepting it.
We refund the price of the item. Original shipping is refunded too when the return is our fault, or when you cancel a whole order before it is dispatched.
7. How refunds are paid
We refund by the same route you paid.
Apple Pay, Chime or PayPal. We refund through the same channel the payment came from, to the same account. We may need to confirm those details with you first.
Cryptocurrency. We refund in the same coin you paid with, USDT or Bitcoin, to a wallet address you give us.
Two things to know about crypto refunds.
We refund the US dollar value of your order, converted at the exchange rate on the day we issue the refund. Because rates move, the amount of coin you receive back may be more or less than the amount you originally sent. That difference is not something we can control or make up.
Network transaction fees are deducted from the refund, and we cannot recover funds sent to a wallet address you have given us incorrectly. Please check the address twice before sending it.
8. Faulty, damaged or wrong items
If an item arrives faulty, damaged or is not what you ordered, contact us within 14 days of delivery with photographs. We will replace it, or refund it in full including all shipping, whichever you prefer. You will not be out of pocket, and you do not need to prove anything beyond showing us the problem.
If a fault appears later through normal use rather than wear and tear, contact us anyway. Your rights under consumer law last longer than 30 days and we will honour them.
9. Cancelling an order
You can cancel any time before dispatch for a full refund including shipping. Email us as quickly as you can, since we dispatch within one to two business days of payment clearing.
After dispatch, treat it as a return under the sections above.
10. Exchanges and sizing
The most common reason for a return is fit. If a harness, collar or carrier is the wrong size, email us and we will exchange it for another size, subject to the same 30 day and condition rules. You cover postage back to us and we cover postage of the replacement out to you.
If you are not sure which size to order, ask us before you buy. Tell us the breed, weight and chest measurement and we will point you at the right one.
11. Contact us
Every return and refund is handled by support@pet-nest.org. Include your order number and we will get to it quickly.