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Hailey's Petshop

Refund Policy

HAILEY'S PETSHOP — RETURN & REFUND POLICY

ORDER CONFIRMATION & POLICY ACKNOWLEDGMENT

By placing an order on our website, you confirm that you have read, understood, and agreed to our Return & Refund Policy.

By completing your purchase, you confirm that:

  • You have reviewed and accepted our return criteria and timelines.
  • You agree to follow the return process as outlined in this policy.
  • In the event of a chargeback or dispute, this policy — along with all related order and communication records — will be used as supporting evidence.

RETURNS

If you are not satisfied with your purchase, you may return eligible items within 30 days of delivery, provided the following conditions are met.

Eligibility Criteria

  • The item must be unused, unworn, and unwashed.
  • The item must be returned in its original packaging and condition.
  • Only normal handling and inspection of the product may have occurred.
  • The customer is responsible for return shipping and handling costs.

Returns will be processed within 7 business days of receipt. We reserve the right to refuse returns if the product shows signs of misuse, excessive wear, or damage not caused by us.

HOW TO RETURN

To initiate a return:

  1. Email us at info@haileypetshop.com within 30 days of delivery.
  2. Include the following details:
    • Your order number
    • Reason for return
    • Photos of the product (if defective or damaged)
    • Your full name and shipping address
  3. Wait for our return instructions before shipping the product.
  4. Do not send items back without prior approval — unauthorized returns may be rejected.

We recommend using a tracked shipping service and keeping proof of shipment until your return has been fully processed.

DEFECTIVE OR DAMAGED ITEMS

If your order arrives defective or damaged, please contact us within 2 days of delivery at info@haileypetshop.com with:

  • Your order number
  • A brief description of the issue
  • Clear photos or a short video showing the defect

Once verified:

  • We may offer a replacement depending on availability and the nature of the issue.
  • In certain cases, a return may not be required for defective items.

Replacements for defective items are typically processed within 7–14 business days.

LOST OR UNCLAIMED ORDERS

If your package is lost in transit:

  • Please contact us at info@haileypetshop.com with your order number and tracking details.
  • We will assist you in filing a claim with the courier and arrange a replacement or refund if the loss is confirmed.

If a package is refused at delivery, unclaimed, or returned due to an incorrect address provided by the customer, a $35 deduction will be applied to your refund to cover administrative and shipping costs.

CANCELLATIONS & RIGHT OF WITHDRAWAL

You may cancel your order within 30 days of receipt in accordance with applicable consumer protection law.

Please note that as order fulfillment is automated, orders cannot be stopped once shipped. If your order has already been dispatched, you may initiate a return after delivery by following the steps above.

To cancel an order before shipment, email us at info@haileypetshop.com with a clear cancellation request. Return shipping costs are the responsibility of the buyer.

CHARGEBACKS & DISPUTE RESOLUTION

If there is any issue with your order, please contact us first at info@haileypetshop.com. We are committed to resolving all matters promptly and fairly.

If a chargeback or dispute is filed with your bank, we will provide supporting documentation including:

  • Order confirmation
  • Tracking details
  • Email correspondence and photos

Submitting a chargeback without prior contact may delay resolution and affect your eligibility for future orders.

IMPORTANT NOTES

  • All returns must be sent to our central warehouse at the customer's expense.
  • We are not responsible for transit delays or customs clearance issues.
  • For hygiene-sensitive items such as grooming products and treats, returns in used or unsanitary condition will not be accepted.
  • Return shipping and handling fees are not covered by Hailey's Petshop.

CONTACT US

Have a question about a return or your order? We're happy to help: info@haileypetshop.com