Refund policy

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 delivery. 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.

Exception — Tried-by-dog products: Our Calming Nest Bed, Cloud Sofa Bed, and Gentle Steps Stairs can be tried by your dog for 30 days from delivery. If your dog doesn't love the bed or stairs, you can return them within that 30-day window — no need to keep them unused. To qualify, the product must be returned clean, undamaged, and odor-free — no stains, tears, chew damage, heavy odor, or missing parts. One trial per household per product. You cover return shipping. All other products must meet the unused condition above.

How to Request a Return

If you would like to return an eligible product, please contact us at support@velvethearthpet.com within 30 days of delivery. 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 support@velvethearthpet.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.

Refund Timing

Once we receive and inspect your return, we'll issue your refund within 3 business days. Your bank or card issuer may take an additional 5–10 business days to post the refund to your account.