Return & Refund Policy

We are confident that you will love your new purchase. However, if you are unsatisfied for any reason, we have a 14-day return policy, which means you have 14 days after receiving your item to request a return. You are responsible for the return shipping costs. 

To start a return, you can contact us at info@soldaypet.com. 
If your return is accepted, we’ll send you return shipping instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Cancellation:

Order can be canceled before the product is shipped out. If the order is canceled you will get a full refund. Please note that we are not able to cancel shipped-out items as they have already been picked up by our courier partners and cannot be intercepted anymore.

Non-returnable items:

• Used products

We have a strict no-exchange, no-return policy for used goods to prioritise the well-being of your furry friends and prevent any cross-infection. SOLDAYPET promise not to sell used products.

• All custom products
• All Clearance items are Final Sale

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Damages and issues

If it is true that you have received a defective or damaged product, we will offer you a full refund of your order or a free reshipment. Please feel free to communicate with us immediately.

Returns and Exchange Process:

1. Contact us

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
If on receiving your order you are not absolutely happy with your purchase or we have delivered the wrong product or a faulty product, please email us at info@soldaypet.com or chat with our online customer service team immediately. Please attach a picture or video of the item(s) showing its original packaging and broken part for quicker assistance.

2. Get the return address

We will provide you with a return address via email or online chat.
*Please note that it’s impossible for our customers to return the package to us by rejecting the package because we are not able to receive it in most cases. You need to contact our online customer service to get suggestions for the next step. Or you will be responsible for the loss of the package.

3. Return the Item(s)

If we have delivered an incorrect or faulty item to you, we will be happy to offer an exchange or refund, at our cost, as quickly as possible.
If you are wanting to return an item because it is unpalatable to your pet, doesn’t fit your pet or you have changed your mind and don’t want it anymore, you will need to arrange to return the item, at your own cost.
Please send us the logistics information after sending out the returned package.

4. Receive a replacement or refund

We will send you the replacement tracking information asap via email. Once the returned item is received we will refund you the cost of the item, excluding any shipping costs. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method in 3 to 20 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

For any unresolved concerns, please feel free to contact our customer service team via 24/7 online chat or email info@soldaypet.com for quick assistance!