Refund policy
REFUND POLICY
If you received an item that is damaged or faulty we will happily replace the item at no additional cost to you. Please contact us within 30 days after receiving your order, attaching a photo of the item showing the issue.
Salopet does not accept returns, exchanges, or refunds based on change of mind. Once an item has been received it cannot be returned. We can only offer replacements at no additional cost if it falls under the criteria below:
- Items are faulty — damaged, broken, or soiled upon arrival.
- Parcels that are lost in transit.
If a replacement is not available, a full refund will be issued in those cases.
Wrong address / Return to sender Salopet will not be held liable for any lost or misrouted parcels due to incorrect address information provided by the customer. Please ensure that all the information you have provided is correct before submitting your order.
If a package is returned to sender due to an incorrect address or refused delivery, the customer is responsible for any additional shipping costs incurred to resend the order. If you think you have entered a wrong address, contact us immediately at salopetsupport@gmail.com so we can try to correct it before shipment.
Cancellations Cancellations must be made within 12 hours of order placement. Send us an email at salopetsupport@gmail.com within 12 hours letting us know the reason why you wish to cancel your order.
We do not accept cancellation of orders outside the 12-hour window as the order may have already entered processing.
Approved refunds will be processed within 5–10 business days before the funds reflect on a customer's bank account.
How to request a replacement Please do not send your purchase back to the manufacturer. Send us an email at salopetsupport@gmail.com stating your concern and attach a picture of the item(s) showing the issue and its original packaging within 30 days upon receipt of the order.
Our team will inspect/verify the photo(s) before we issue a replacement. Salopet reserves the right to refuse any replacement or refund if it does not meet the above criteria.
Late or missing refunds If you haven't received a refund yet, check your bank account again and contact your credit card company, it may take some time before your refund is officially posted. If you've done all of these and still have not received your refund yet, please contact us at salopetsupport@gmail.com.
Sale items Sale items follow the same replacement policy as regular-priced items.
