Return Policy

1. Return Eligibility

  • Returns are accepted within 30 days of receiving your order.

  • Items must be unused, in original condition, and free from damage beyond normal inspection.

  • Products must be returned in their original packaging, including all included accessories (e.g., heartbeat module).

  • Return shipping costs are the customer’s responsibility, unless the item is faulty or damaged.

  • After 30 days, returns are only accepted if the item is faulty or not as described.

  • Products that have already been exchanged are not eligible for further returns or exchanges, unless faulty.

Bundle Purchases:

If you purchased 2 or more items using a bundle discount, all items must be returned together to receive a full refund.

If only one item is returned, the refund will be 50% of the discounted price of that item.

2. How to Request a Return

  • Contact our support team at comfortpupteam@gmail.com within 30 days of delivery.

  • Include:

    • Your order number

    • The reason for return

We’ll provide return instructions.

3. Return Conditions

  • All refunds or exchanges require the item to be physically returned first.

  • Items must be returned unused, in original condition and packaging.

  • ❌ Returns will not be accepted if:
  • The product shows signs of use by pets beyond normal inspection
  • Packaging is missing
  • The item is returned outside the eligibility window

4. Refund Process

  • Once your return is received and inspected, refunds are processed within 5–10 business days.

  • Refunds will be issued to the original payment method.

  • 🚚 Original shipping costs are non-refundable, unless the item is faulty or arrived damaged.

5. Faulty or Damaged Items

If your item arrives faulty or damaged (e.g., heartbeat module not working), contact us immediately at comfortpupteam@gmail.com with:

  • Your order number
  • Photos or videos showing the fault

We’ll provide instructions to return the item. Once received, we’ll offer a replacement or full refund.

6. Non-Returnable Items

❌ We cannot accept returns for:

  • Items that have been used by pets, unless faulty

  • Items damaged by chewing, excessive wear, or misuse

7. Exchanges

  • If you ordered the wrong variant or style, contact us within 30 days.

  • We’ll guide you through the exchange process, which also requires the original item to be returned.