Refund Policy
Horizon’s Pet Shop — Return & Refund Policy
At Horizon’s Pet Shop, we want every product you choose — from fun pet toys to everyday essentials — to be just right for you and your pet. If something isn’t quite what you expected, we’re here to make it right.
Eligibility for a Refund
You may request a return or refund within 14 calendar days of receiving your order if:
- You notify us within the return window
- The item is unused, in its original packaging, and in resalable condition
- The item arrived defective or damaged
Non-Refundable Items
We are unable to accept returns for:
- Personalized or custom-made items
- Items that have been used or damaged due to misuse
- Final sale, clearance, or heavily discounted items
How to Request a Return
To start the process, please contact us with:
- Your order number
- A short explanation of the issue
- Clear photos of the item and packaging (if applicable)
We will guide you through the next steps.
Return & Refund Process
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Review & Approval
Our team will review your request and may ask for additional details. -
Return Instructions
If approved, we will share the return address and shipping guidelines.
Return shipping is the customer’s responsibility unless the item is faulty or incorrect. -
Refund Issuance
Once we receive and inspect your return, your refund will be processed back to your original payment method.
Please allow 5–7 business days for the amount to appear, depending on your payment provider.
Important Notes
- Returned items must be unused and in original packaging.
- Shipping fees are non-refundable (except for faulty or incorrect items).
- Returns that do not meet these conditions may be declined.
- Excessive or suspicious return activity may result in an account review.
Need Help?
We are here to help.
Please reach out anytime through our Contact Us page — our team is ready to make sure your Horizon’s Pet Shop experience is smooth and satisfying.
Horizon’s Pet Shop — Where your pet’s happiness, and your satisfaction, always come first.