Returns & Refunds

Last Updated: September 5, 2026

At Velvet Hearth Pet, we want you and your furry friend to be happy with your purchase. We understand that sometimes a product may not be exactly what you expected, which is why we offer a return and refund process for eligible purchases. This Returns & Refunds Policy explains when and how you may request a return, exchange, or refund for products purchased from our online store.

Return Eligibility

We accept eligible return requests within 30 days of the delivery date. To be eligible for a return, the item must generally be unused, unworn, undamaged, and in its original condition and packaging. Products should be returned with any original tags, labels, accessories, or documentation that were included with the order. We reserve the right to refuse a return if the product has been used, damaged after delivery, altered, washed, or is otherwise not in acceptable resalable condition.

Because many of our products are intended for pets, certain items may not be eligible for return for health, hygiene, or safety reasons. Products that have been used by a pet, opened where hygiene restrictions apply, or otherwise cannot reasonably be resold may be excluded from our return policy. We will determine return eligibility on a case-by-case basis in accordance with applicable law.

How to Request a Return

If you would like to return an eligible product, please contact us at dogsycollective@gmail.com within 30 days of receiving your order. Please include your name, order number, the product you would like to return, and the reason for your return. We may request photographs or additional information when necessary to evaluate the condition of the product or determine whether it qualifies for a return.

Please do not send a product back before contacting us and receiving return instructions. Returns sent without prior authorization may not be accepted.

Damaged, Defective, or Incorrect Items

We carefully work to ensure that orders are processed correctly, but occasionally a product may arrive damaged, defective, or different from what you ordered. If you receive a damaged, defective, or incorrect item, please contact us at dogsycollective@gmail.com as soon as possible after delivery. We may ask you to provide photographs of the product, packaging, shipping label, or other relevant information so that we can investigate the issue and determine the appropriate solution.

If we confirm that an item was damaged during shipping, defective, or incorrectly sent due to an error on our part, we may offer a replacement, exchange, refund, or another appropriate resolution depending on the circumstances and product availability.

Return Shipping

For returns due to a change of mind, incorrect size, personal preference, or another reason that is not caused by an error on our part or a defective product, the customer may generally be responsible for the cost of return shipping. Original shipping charges are generally non-refundable unless the return is required because we sent an incorrect item, the product arrived damaged or defective, or otherwise required by applicable law.

If the return is approved because of an error on our part or because the product was defective or damaged, we will provide appropriate instructions regarding return shipping.

Refunds

Once we receive and inspect an approved returned item, we will notify you whether your refund has been approved. If approved, the refund will be issued to the original payment method used for the purchase. The amount of time it takes for the refund to appear in your account may depend on your payment provider, bank, or card issuer.

Depending on the circumstances of the return, original shipping charges may not be refundable. Any applicable deductions will be communicated to you before the refund is processed whenever reasonably possible.

Exchanges

If you receive a damaged, defective, or incorrect product, please contact us so we can determine whether an exchange or replacement is available. Exchanges for products purchased by mistake, changes in preference, or other customer-requested reasons may be subject to product availability and our return requirements.

Non-Returnable Items

Certain products may not be eligible for return because of their nature, hygiene considerations, safety concerns, or applicable laws. This may include products that have been used by a pet, opened or used grooming products where applicable, or other items that cannot reasonably be returned for health or safety reasons. We will inform you if a particular product is subject to special return restrictions.

Final Sale Items

Products specifically identified as final sale at the time of purchase may not be eligible for return or refund unless the product is defective, damaged, incorrectly supplied, or a refund is otherwise required under applicable law.

Order Cancellation

If you need to cancel an order, please contact us as soon as possible at dogsycollective@gmail.com. We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or shipped. Once an order has been processed or shipped, cancellation may no longer be possible, and you may need to follow the return procedure described in this policy.

Refund Processing

Approved refunds are normally processed after the returned product has been received and inspected. Once we issue a refund, the time required for the funds to appear in your original payment account may vary depending on your bank, credit card company, payment provider, or other financial institution. Velvet Hearth Pet is not responsible for delays caused by a customer's financial institution or payment provider.

Contact Us

If you have any questions about our Returns & Refunds Policy or would like to request a return, please contact us at dogsycollective@gmail.com. You can also contact us regarding damaged, defective, or incorrect products so that we can review your situation and help determine the appropriate resolution.

Velvet Hearth Pet
Spartanburg, South Carolina 29301
United States

Email: dogsycollective@gmail.com

We appreciate your business and want you to have a positive experience with Velvet Hearth Pet. Our goal is to make shopping for your dog simple, convenient, and enjoyable.