Refund policy

Received a defective item or your order got damaged in transit? No worries! We will send you a new one free of charge as long as you contact us at support@pets-dreams.uk within 2 days of your receipt of the product.

Just not happy with your purchase? You can return it for 100% money back within 30 days of receipt. Simply follow the return instructions below.

Want to change or cancel your order? We can cancel an order that has not been processed yet. In order to cancel your order, we must hear from you at the latest by 11.59 PM EST on the day of ordering. Otherwise your order will be processed and shipped out according to our terms. Please note that any orders that have already been packed or shipped cannot be cancelled. Contact us at support@pets-dreams.uk

Order lost in transit? In some rare cases your order can take longer to arrive. Although this is due to shipping conditions we do not directly control, we can offer you a full refund if your order is not delivered within 60 days since shipping. Note: for faster shipping, some of your Items may arrive in multiple packages.

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Our return policy lasts 30 days. If 30 days have gone by since the receipt of your purchase, unfortunately we can’t offer you a refund or exchange.

Please carefully inspect your shipments as soon as you receive them. We will only offer refunds, replacements or exchanges for defective or damaged products when requested within 2 days of your receipt of the product.

If you are not 100% satisfied with your purchase, you can return your order for a full refund (Returns must be in the original packaging) or receive another product of your choice that will be shipped to you free of charge. Return address:

PETSDREAMS
Birkenring 30
5640 Bad Gastein
AUSTRIA

The return costs must be paid by the customer.

Please note that our return policy does not include cat apparel, which are final sale due to hygienic reasons. Also, any edible cat treat is not refundable or eligible for store credit if the cat does not like it.

Damaged Or Defective Items

Received a damaged item? We’ve got you covered and will send out a new one free of charge. No need to return the damaged product! Please email us at support@pets-dreams.uk with a photo or a short video of the defective item.

Any damaged or defective items must be reported to us within 2 days of your package delivery date.

Items are not eligible for a refund due to size or measurement issues, if the shipped item is the same variant/size as you ordered. In case the size/variant issue is due to us, we accept exchange or refund requests.

Returns

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Customized products aren't eligible for a return.

Please do not send your purchase back to the manufacturer.

How to request returns? It's really simple & easy! Get in contact
at support@pets-dreams.uk and your return will be investigated. If the goods are faulty or damaged we offer either a new item (exchange) or full refund.

Refunds will be returned to the same method of order payment, or if chosen, by store credit that never expires.