Returns & Refunds Policy
We want you and your pet to be completely satisfied with your purchase. If you are not, this Return Policy explains how to request a return or refund.
Return period
You have a maximum of 30 calendar days from the date you receive your order to request a return. After 30 calendar days have passed since delivery, we unfortunately cannot offer you a refund or exchange.
Conditions for a return
To be eligible for a return, your item must meet the following conditions:
- The product must be unused, unopened and in the same condition that you received it.
- The product must be in its original packaging, complete with all accessories, labels and documentation.
- You must provide proof of purchase (order number or receipt).
For hygiene and safety reasons, opened food, treats, and grooming or hygiene products that have been used cannot be returned unless they are defective.
How to request a return
To start a return, contact us at shimbopets@outlook.com within the 30-calendar-day period, including your order number and the reason for the return. We will provide you with instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.
Return shipping costs
Unless the product is defective, damaged or incorrect, the customer is responsible for the cost of return shipping. We recommend using a trackable shipping method, as we cannot guarantee that we will receive your returned item.
Refunds
Once we receive and inspect your return, we will notify you by email whether your refund has been approved. If approved, you will be automatically refunded to your original payment method within 5 to 10 business days, minus any original shipping costs, which are non-refundable except in the case of a defective, damaged or incorrect product.
Exchanges
If you would like to exchange an item for a different size, variant or product, the fastest way is to return the original item following the process above and, once the return is approved, place a new order separately.
Damaged, defective or incorrect items
Please inspect your order upon reception. If the item is defective, damaged or if you received the wrong item, contact us immediately at shimbopets@outlook.com so we can evaluate the issue and make it right, at no additional cost to you.
Non-returnable items
Gift cards and personalized or made-to-order products cannot be returned, unless they arrive defective or damaged.
Contact us
If you have any questions about our Return Policy, contact us at shimbopets@outlook.com.