Our exchange policy is designed to provide our customers with complete security regarding the products purchased from our store.
All our products come with a warranty against manufacturing defects.
We also offer exchanges for products that were delivered differently from what was originally ordered by the customer.
If you receive a product with a manufacturing defect or different from what you ordered, please follow the steps below to request an exchange:
If more than 7 business days have passed and the product presents a defect or issue, please contact us informing your full name, order number, product to be returned, and the defect identified.
Once we receive your email, your request will be forwarded to our Quality Control Department for verification. Authorization from this department is required for any possible exchange. After analysis, we will contact you with the final decision and inform whether an exchange will be necessary.
The deadline to request an exchange for this reason is 90 days after receiving the product.
⚠️ Please note: Exchanges or refunds will not be processed after this period.
Review Process
Your request will be analyzed within up to 7 business days, and once the issue is confirmed, we will contact you by email. You may then choose one of the following options:
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Receive a full refund of the amount paid
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Receive a new product identical to the one ordered
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Receive a product of similar value
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Receive a store credit coupon for future purchases
According to the Consumer Protection Code, cancellation of online purchases must be requested within 7 calendar days after receiving the product.
For credit card refunds, our finance department has up to 7 business days to process the request with the card issuer. The refund may take up to 120 days to appear on your statement, depending on your card provider and billing cycle.
If a bank transfer refund is required, it will be completed within up to 10 business days after quality analysis and will only be issued to a bank account registered under the same name used on the order.
Products returned without prior notice, outside the allowed timeframe, missing items, tags, or invoice will be sent back to the customer.
The same applies to exchange requests rejected after quality inspection. Products will be returned via express shipping, and return shipping costs will be the customer’s responsibility.
⚠️ Simply Pets is not responsible for return shipping costs related to refunds, chargebacks, or exchanges. These costs are the customer’s responsibility.
