Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition in which you received it: unworn, unused, with its tags attached, and in its original packaging. You will also need to provide the receipt or proof of purchase.

To start a return, you can contact us at soulmutts.petshop@gmail.com.

If your return is accepted, we will send you a return shipping label, along with instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can assess the issue and resolve it.

Exceptions/items that cannot be returned
Certain types of items cannot be returned, such as perishable goods (e.g., food, flowers, or plants), customized products (e.g., special orders or personalized items), and personal-care products (such as beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns of sale items or gift cards.

Exchanges
The fastest way to ensure that you receive the item you want is to return the item and, once the return has been accepted, place a separate order for the new item.

14-Day Cancellation Period for the European Union
Regardless of the above, if the items are shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without having to provide a justification. As stated above, your item must be in the same condition in which you received it: unworn, unused, with its tags attached, and in its original packaging. You will also need to provide the receipt or proof of purchase.

Refunds
We will notify you once we have received and inspected your return and will let you know whether your refund has been approved. If approved, you will be automatically refunded through your original payment method within 10 business days. Please remember that it may also take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at soulmutts.petshop@gmail.com.