Refund policy

Last updated: October 24, 2026

RETURNS AND CANCELLATIONS

Return eligibility depends on where your order was delivered and the items in your order.

Where returns are accepted, items must be returned in the same condition they were received, unused, clean, free of pet hair and odour, and in their original packaging with everything they came with, or as otherwise indicated in the return instructions. For hygiene reasons we cannot take back items that have been used by a pet. We may reduce your refund if the item has been used, damaged, or handled more than necessary.

ORDERS DELIVERED TO CANADA AND THE UNITED STATES

Unless applicable law requires a different timeframe, you may request a return within 14 days after your item is delivered by providing your order number or proof of purchase.

You are responsible for arranging and paying for return shipping. Return shipping costs are not refunded. We recommend a tracked service, because we cannot refund a return that does not reach us.

Some items are final sale and cannot be returned.

You can request cancellation or removal of items from your order for 15 minutes after the order is placed. After that, orders are passed to our supplier; once an order has shipped it can only be handled as a return.

ORDERS DELIVERED TO ALL OTHER LOCATIONS

We ship to Canada and the United States only. Contact us if you have a question about an order delivered elsewhere.

HOW TO START A RETURN OR CANCELLATION

Whether return or cancellation requests are accepted depends on the terms above and your rights under applicable law.

Start your return or cancellation request by logging into your account on our site, opening the order and choosing "Request return". You can log in with the email address you used at checkout, even if you checked out as a guest.

If your return is approved, we will provide you instructions on how and where to send your package to complete your return.

Items sent back without first requesting a return will not be accepted.

Unless we state otherwise or applicable law requires otherwise, you are responsible for return shipping costs for change-of-mind returns.

DUTIES, IMPORT TAXES AND REFUSED PARCELS

For orders delivered in the United States, our shipping partner currently prepays US import duties in the ordinary course; this reflects current practice and is not a guarantee. For Canadian orders, duties, taxes, brokerage and carrier fees are not included in our prices and are not collected by us. In every case, any duty, tax or fee assessed on your order by a customs authority, government or carrier is the buyer's responsibility.

Returns are received in Canada. If you are sending a return from outside Canada, including from the United States, you must ship it with all customs duties, import taxes, brokerage and carrier fees prepaid. We cannot accept a return that arrives with charges to pay; it will be refused, and no refund will be issued for it.

Unless applicable law requires otherwise, we do not refund or accept returns for orders that are refused, left unclaimed or returned to sender because of duties, taxes or fees, or because the address given was incomplete or incorrect. Any duties, import taxes, brokerage or carrier fees you paid are charged by other parties and are not refunded by us.

DAMAGES AND ISSUES

Please inspect your order when you receive it. If an item is defective or damaged, or if you received the wrong item, contact us within 7 days of delivery with your order number and clear photographs of the item and its packaging. Where the problem is confirmed we will send a replacement or refund the item, at no cost to you.

EXCEPTIONS AND NON-RETURNABLE ITEMS

Some items may not be eligible for return, as stated in the return terms above or on the product listing or website at the time of purchase. These include: items used by a pet; earrings and other pierced jewellery (for hygiene reasons, unless faulty); items not in their original condition; items damaged after delivery; refill or consumable items that have been opened; and gift cards.

Contact us if you have questions about whether a specific item can be returned.

EXCHANGES

Contact us to ask about exchange options before returning your item. The quickest way to exchange is usually to return the item you have under this policy and place a new order for the one you want.

REFUNDS

We will notify you after we receive and inspect your return and let you know whether the refund was approved. If approved, you will be refunded to your original payment method, usually within 10 business days, unless otherwise stated. Your bank or payment provider may need additional time to process and post the refund.

If you do not see your refund within a reasonable period of time since your refund was approved, contact us.

This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.

CONTACT

Returns and cancellations are requested through your account, as described above. To ask a question about a return or an exchange, or to report a damaged, faulty or incorrect item, contact us at soiree.pets@gmail.com.