Refund policy
Refund Policy
At Pristine Pet Supply, we take pride in offering high-quality products for your pets. We want you to be completely satisfied with your purchase. Please review our return and refund policy below before initiating a return.
Returns
We accept returns of new, unused items in their original packaging and resalable condition within 30 calendar days of delivery. To be eligible for a return, items must be unassembled, unworn, unwashed, and free from damage, odor, or signs of use.
Products that have been opened, used, worn, assembled, chewed, washed, or damaged by the customer are not eligible for return. Returned items that do not meet our return eligibility requirements may be returned to the customer at their expense.
Please contact us before sending a return so we can provide the correct return instructions and help ensure your return is processed as quickly as possible.
Non-Returnable Items
For health, safety, and hygiene reasons, the following items are not eligible for return unless they arrive damaged, defective, or incorrect:
- Opened pet food, treats, or chews
- Opened supplements, vitamins, or wellness products
- Opened grooming, hygiene, or sanitary products
- Opened topical treatments or flea and tick products
- Any consumable product that has been opened or used
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us promptly with your order number and photos of the product and packaging. We will resolve the issue at no additional cost to you, including covering return shipping where applicable.
Return Shipping
- For non-defective returns, the customer is responsible for return shipping costs.
- If the return is due to our error — including damaged, defective, or incorrect items — Pristine Pet Supply will cover return shipping.
Exchanges
We accept exchanges for eligible new, unused products, subject to availability. Please contact us to initiate an exchange before sending any items back.
Refunds
Once your returned item has been received and inspected, we will notify you of the approval status. Once approved, refunds are issued to your original payment method. Depending on your financial institution, it may take 5–10 business days for the refund to appear.
Original shipping charges are non-refundable unless the return is the result of our error or a defective product.
Order Cancellations
Orders may be canceled before they have been processed for shipment. Once an order has entered fulfillment, cancellation may not be possible. Please contact us as soon as possible if you need to cancel.
Contact Us
If you have questions about a return, exchange, or refund, please visit our Contact page at https://pristinepetsupply.com/pages/contact.