7-Day Returns, Exchanges, and Refunds Policy:

Refund Return

POLICY

Our aim at thepetpillow.com is to ensure your complete satisfaction with your purchases. If, for any reason, you are not satisfied with your items, you have the option to return or exchange them within 7 days of receiving your order. We offer a full refund, including the shipping fee you paid, or the choice to exchange your items.

Request Refund
Return
Order Cancellation

Orders can be canceled within 24 hours of placement without any penalty. After this window, cancellations will not be accepted as your custom product enters production.  You can quickly cancel your order by filling out the form here. We will process your cancellation and issue a refund within 12 hours.

Exchanges

We offer free exchanges for items that arrive defective or damaged.

To initiate an exchange, contact us at support@thepetpillows.com within 7 days of delivery.
Please provide your order number and a clear picture or video of the damage.

The item must be in its original condition, unworn, and unwashed.

For any product quality issues, such as color fading or stitching damage, you can contact us within one year of your purchase to request a replacement. 

We will also cover return postage fees and replacement fees.

Returns

Due to the personalized nature of our products, we do not accept returns unless the item arrives defective or damaged.

 

  • The product must have a clear defect or damage.
  • You must report the issue within 7 days of receiving your order by contacting us at support@thepetpillows.com.
  • Include your order number, a brief description of the issue, and photos of the defect.

If your return is approved, we will issue a prepaid shipping label and provide further instructions.

Refunds

Refund Eligibility

Refunds are only issued for the following reasons:

  1. The product arrives damaged or defective.
  2. The product does not match the approved preview or customization request.

Refund Process

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • Approved refunds will be processed to your original payment method within 3-5 business days.
Non-Refundable Items
  • Custom-made items are non-refundable unless they are defective or damaged.
  • Gift cards are non-refundable.
  • Shipping costs are non-refundable unless the return is due to a defect.
Late or Missing Refunds

If you haven’t received your refund within 7 business days:

  1. Check your payment account. Refunds through PayPal are usually received instantly.
  2. Contact your credit card company; it may take additional time before your refund is posted.
  3. If you still have not received your refund, please contact us at support@thepetpillows.com.
Shipping Costs
  • Customers are responsible for return shipping costs unless the item is defective or damaged.
  • For exchanges, we will cover the cost of shipping the replacement item.

Submit the Request

You can use the form below to submit any questions about your order or refund. We will respond to you within one business day after receiving your inquiry.