Refund policy

Refund & Replacement Policy

Last updated: June 9, 2026

At Betty Pet, every order is quality-checked before it ships. We offer refunds or free replacements only for items that arrive defective or damaged. We do not accept returns or issue refunds for change of mind, incorrect size or color selected at checkout, or a pet's personal preference.

Damaged or defective items

If your item arrives damaged, broken, or with a manufacturing defect, we will make it right with a free replacement or a refund of the item price.

To be eligible, you must contact us within 7 days of the delivery date and include:

  • Your order number
  • A clear photo (or video) showing the damage or defect
  • A photo of the outer packaging, if the package itself arrived damaged

Send your claim through our Contact page. Claims that do not include photo or video evidence cannot be processed.

What happens next

  1. We review your claim within 2 business days.
  2. If approved, you choose: a free replacement (shipped at no cost to you) or a refund to your original payment method.
  3. You do not need to ship the damaged item back — we may simply ask you to dispose of it safely.

Claims we cannot accept

  • Reported more than 7 days after the delivery date
  • Submitted without photo or video evidence
  • Damage caused by normal wear and tear, misuse, or chewing/scratching by your pet
  • Change of mind, wrong size or color selected at checkout, or a pet that doesn't take to the product

Wrong or missing items

If you received the wrong item, or part of your order is missing, contact us within 7 days of delivery with a photo of what you received. We will ship the correct item at no cost to you.

Lost packages

If your tracking shows no movement for 15 or more business days, contact us and we will send a replacement or refund your order.

Refund processing

Approved refunds are issued to the original payment method within 2 business days. Depending on your bank or card issuer, it may take an additional 5–10 business days to appear on your statement.

Order cancellations

You may cancel your order within 12 hours of purchase, as long as it has not shipped yet. After that window, the order is already being processed and can no longer be cancelled.