Refund policy

At Madeline's Pet, your satisfaction — and your pet’s happiness — is our priority. If you are not completely satisfied with your purchase, we are here to help.

Please read this Refund & Return Policy carefully to understand your rights and responsibilities.

1. Return Eligibility

We accept returns within 30 days of delivery. To be eligible for a return:

  • The item must be unused and in its original condition.
  • The item must be in its original packaging.
  • Proof of purchase (order number or receipt) is required.
  • The item must not be marked as non-returnable.

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

For hygiene and safety reasons, certain items may not be eligible for return, including:

  • Used pet bowls or feeding products
  • Opened pet clothing that shows signs of wear
  • Personalized or custom-made items
  • Clearance or final sale items
  • Gift cards

If you are unsure whether your item qualifies, please contact us before returning it.

3. How to Request a Return

To initiate a return:

  1. Email us at admin@madelinespetshop.com
  2. Provide your order number
  3. State the reason for return
  4. Include photos (if the item is damaged or defective)

Once approved, we will provide return instructions. Please do not send items back without contacting us first, as unauthorized returns may not be accepted.

4. Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • The item arrived damaged
  • The wrong item was sent
  • The product is defective

We recommend using a trackable shipping service. Madelines Pet is not responsible for lost return packages.

5. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item:

  • Contact us within 48 hours of delivery.
  • Provide clear photos of the item and packaging.
  • Include your order number.

Once reviewed, we may offer a replacement, a refund, or store credit. We reserve the right to request the item be returned before issuing a refund.

6. Refund Process

Once your return is received and inspected:

  • You will be notified of approval or rejection.
  • Approved refunds will be processed within 5–10 business days.
  • Refunds will be issued to the original payment method.
Please note: Shipping fees are non-refundable unless due to our error. Your bank or payment provider may take additional time to process the refund.

7. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again.
  2. Contact your credit card provider.
  3. Contact your bank (processing times vary).

If you have done all of the above and still have not received your refund, contact us at admin@madelinespetshop.com

8. Exchanges

We only replace items if they are defective, damaged, or incorrect. Exchanges are subject to product availability.

9. Cancellations

Orders may be canceled within 12 hours of placing the order. After processing or shipping begins, cancellations may not be possible.

10. Refused or Undeliverable Packages

If a package is returned to us due to an incorrect address, failed delivery attempts, or refusal to accept the shipment, the customer may be responsible for additional shipping fees to resend the order.

11. Return Address

Return instructions and return addresses will be provided after your return request is approved. Please do not return products to the address on the package unless instructed.

12. Pet Safety Disclaimer

For safety and hygiene reasons, used pet items may not be eligible for return. Pet owners are responsible for ensuring proper product use. Madeline's Pet is not responsible for damage caused by misuse of products.

13. Fraud Prevention

We reserve the right to refuse excessive or suspicious return requests. Refunds may be denied in cases of abuse or fraudulent claims.