Refund policy

We would rather have a happy customer than a kept sale. If a product is not right for your pet, send it back.

100-day returns

You have 100 days from the day your order is delivered to request a return. The item must be in a condition we can accept: reasonably clean, complete with any accessories, and with its packaging where possible. We expect pet products to have been tried — that is the point — but we cannot accept items that are destroyed, soiled or missing parts.

Items we cannot accept back

  • Digital products, including The Complete Pet Care Guide, because the download cannot be returned. If the file is faulty or will not open, contact us and we will fix it or refund you.
  • Items that have been chewed through, soiled or damaged beyond normal testing.
  • Gift cards.

How to start a return

  1. Email vibepetshop2026@gmail.com with your order number and a short note about what went wrong.
  2. We reply within 1-2 business days with return instructions and the return address.
  3. Send the item back. [[State clearly here who pays the return shipping: you or the customer]].
  4. Once we receive and check the item, we issue the refund.

Please do not send anything back before contacting us. Parcels returned without a request may not be traceable to your order.

Refunds

Refunds go back to the original payment method within 5-10 business days of us receiving the item. Your bank or card issuer may take a few extra days to show it. Original shipping was free, so the full product price is refunded.

Exchanges

The fastest way to swap a size or colour is to return the item for a refund and place a new order. If you would prefer a direct exchange, ask us and we will arrange it.

2-year warranty

Beyond the return window, our products are covered against manufacturing faults for 2 years from the delivery date. If a seam, buckle, motor, battery or mechanism fails in normal use, email us with your order number and photos or a short video of the fault and we will send a free replacement.

The warranty covers manufacturing defects. It does not cover normal wear, chew damage, loss, or damage caused by use outside what the product is designed for — for example, using a treat toy as an indestructible chew.

Damaged or wrong items

If your order arrives damaged, faulty or is simply the wrong item, email us within 7 days of delivery with photos. We will replace it or refund you in full, and you will not need to pay any return shipping.

Cancellations

You can cancel an order free of charge any time before it is dispatched. Email us as soon as possible. Once a parcel is in transit, treat it as a return.

Your statutory rights

Nothing in this policy limits the rights you have under applicable consumer law. Where local law gives you more protection than this policy, that law applies.

Contact

vibepetshop2026@gmail.com
VibePet, 746 E Tilghman St, Allentown, PA 18109, United States

Last updated: July 28, 2026