Refund policy

Last updated: September 2026

Return window

You have 30 days from the date of delivery to request a return. After 30 days we are unable to offer a refund or exchange, except where a product is defective.

Condition

To be eligible, items must be unused or tried-on only, in the same condition you received them, and with any original tags attached. Apparel and hats must be unworn.

Non-returnable items

• Gift cards.
• Final sale and clearance items, marked at checkout.
• Items damaged by misuse, chewing, or washing contrary to the care instructions.

How to start a return

Email support@bgkpetsupply.com with your order number and the reason. We will issue a prepaid return label — usually the same business day. Do not send items back without contacting us first; unannounced returns can take considerably longer to process.

Refunds

Once your return reaches us we inspect it and email you the outcome. Approved refunds are issued to the original payment method within 3–5 business days. Your bank or card issuer may take additional time to post it. Original shipping charges are refunded only where the return is the result of our error or a defective product.

Exchanges

For a size or colour swap, tell us what you want instead. We ship the replacement as soon as your return scans with the carrier, so you are not waiting twice.

Defective or damaged items

If an item arrives damaged or fails through a manufacturing fault within 30 days, send us a photograph. We will replace it at no cost and you will not need to return the faulty item.

Late or missing refunds

If you have not received an approved refund after 10 business days, check with your bank first, then contact us and we will trace it.