Refund policy

We make every effort to ensure the products we carry meet your needs, but if you purchase a product that is found to be defective or does not meet your needs. We are happy to repair or replace the product, or offer you a refund.

This refund policy does not apply to goods which have been worn or used, damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their original condition and packaging. All postage and insurance costs are to be paid by the buyer.

If an order is cancelled after dispatch, the customer shall be responsible for all warehouse and courier costs incurred by the company in dispatching the item and having it returned to the company’s warehouse. The customer’s payment will be refunded within 30 days, subject only to deduction of any direct dispatching, transport and insurance cost incurred in the original dispatch & delivery by the company, upon receipt of the goods and inspection as to their suitability for re-sale.

If an order is cancelled before dispatch, any merchant transaction fees occurred in processing the payment transaction are not refundable.

Damage or Faulty Returns

You shall notify us within two working days in the unlikely event that your item arrives damaged or faulty. This must be done before assembling /using the product or modifying it so we can identify the issues.  In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage to proceed with the warranty process. We don't cover physical damages caused during the assembling process. Once assessed and approved by our customer service team, you will be contacted to proceed with the replacement parts process. If the customer refuses replacement parts, it is at their cost to return the goods for a refund less freight charges. In the rare instance a part is missing, let us know exactly what part it is, and we will send it to you ASAP. Sometimes, a partial refund may be offered, at our option, if the product can be repaired easily by the customer, and prior approval is required. Please do not attempt to return the item without our approval.

A refund or replacement will not be provided if products are misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.

Change of Mind and Restocking Fee Policy

We accept change-of-mind returns within 7 days of the delivery date. All approved returns are subject to a minimum 20% restocking fee, which may vary depending on the condition of the returned item.

To be eligible for a change-of-mind return or exchange:

Items must be unused

Items must be in their original packaging

Items must be complete with all accessories included

Please note:

Original shipping fees are non-refundable

The buyer is responsible for the return shipping cost. If we provide a return shipping label, the cost of the label will be deducted from the full refund.

Restocking fees apply to in-store pickup orders as well

Used, damaged, or incomplete items are non-refundable and will not be accepted

If you ordered an item and enjoyed free shipping, but later returned it and no longer meet the free shipping criteria, you, the buyer, must cover both the initial shipping cost and the return shipping fee.

YES4PETS – Order Cancellation Policy

At YES4PETS, we aim to process and dispatch orders as quickly as possible to ensure fast delivery. Please read the following cancellation policy carefully before placing your order.

1. Cancellation Requests

Customers may submit a cancellation request before an order has been dispatched.

However, submitting a cancellation request does not guarantee the order can be cancelled, as our warehouse processes orders continuously.

Orders may still be processed or dispatched before our customer service team has time to review the cancellation request.

2. Orders Already Processed or Dispatched

If an order has already been processed, packed, dispatched, or a tracking number has been generated, the order cannot be cancelled.

Once the parcel has been handed to the courier, the shipment process is outside our control.

3. Recall Requests

In some cases, we may attempt to request a parcel recall from the courier. Please note:

  • Recall requests are not guaranteed and depend entirely on the courier.

  • If a recall request is successful, the following costs will not be refunded:

    • Shipping fees

    • Transaction / payment processing fees

    • Any courier recall fees

    • Handling or processing fees (if applicable)

4. Non-Refundable Fees

The following fees are non-refundable under any circumstances:

  • Payment processing / transaction fees

  • Shipping fees once the order has been processed or dispatched

  • Courier recall fees (if applicable)

These fees are charged by third-party providers and are not returned to us.

5. Failed Recall or Delivered Orders

If a recall request fails or the parcel has already been delivered, the order cannot be cancelled.

Customers may refer to our Return Policy if they wish to return the item after delivery.

6. Customer Agreement

By placing an order on the YES4PETS website, customers acknowledge and agree to this cancellation policy.