Refund policy

It is important to us that you are completely satisfied with your purchase, which is why we offer online store credit for items when applicable.

Please be reminded that The Grand Pet Company does not process refunds for any reason. 

In order for us to be able to accept your return, it must meet the following requirements:

– The item is returned in its original condition and unworn with all the tags still attached in place.
– The item has absolutely no marks or stains (including but not limited to: pet hairs, perfume, scents, etc).
– The item is returned to us within 30 days from the order delivery date. If your items are returned later than 30 days, your return will not be accepted and returned to the sender.
– The item is not a special order or has not been customised.

* If your item(s) do not meet the provided requirements, they will be returned back to you. You will receive an email indicating the new tracking # and denial of return.

To initiate a return or exchange, please contact our Customer Care Team: info@thegrandpetcompany.com

Exchanges

We accept products which have not been worn or used to be processed with an exchange. Customers may request an exchange if the garment still has all tags intact and, the order has not exceeded 30 days from the original date of purchase. If the item(s) you would like to receive in exchange is not available, by default, your request will be processed with issuing the customer account with an online store credit.

-All exchanges may take up to (15) business days to be processed, once received.

-All exchanges must be even-exchanges only.

-Only one exchange is allowed per order. If you are in need of a different size/style, your inquiry will be handled as a return.

–All exchange packages must be completed within 2 working days of submitting the request.

Returns

For all eligible returns, customers will be awarded an online Store Credit. Please note that we do not process refunds to credit cards for any reason.

All returns must meet the following requirements:

-Merchandise must be unworn, unwashed, undamaged, and unused.

-Merchandise must be free of stains, perfumes, oud or scents.

-Merchandise is not made to order or has not been customised.

-Merchandise must have all original tags and accessories attached. Please do not remove tags when trying out items. 

-The package must be postmarked within (30) days of original order date.

Please note:

-Shipping and handling charges are non-refundable.

-We do not reimburse your shipping charges for returns.

-In person returns to our online fulfillment center will not be accepted.

-Returns are processed within five (5) business days.

-You will be notified via email once your return has been processed.

–If you believe you received an incorrect item please contact us within 24 hours of receiving your package.

*If your item(s) do not meet the provided requirements, they will be returned back to you. You will receive an email indicating the new tracking # and denial of return.

Ready to begin your return/exchange?

Follow these instructions:
  1. Email info@thegrandpetcompany.com about your return. We will email you the address where you need to return your item(s).
  2.  Wait for the email confirmation regarding the status.
    *Returns are processed within five (5)  business days from the date received at our facility.

→ Please refer to the Terms & Conditions for further information on our Return Policy.

If you need any additional assistance, please contact our team at info@thegrandpetcompany.com

Any Final Sale Items which are returned will be refused upon delivery and returned to sender.

We do not provide pre-paid return labels; you are responsible for covering shipping costs to return except in cases where the item is confirmed to be faulty by our team.

Reserved Rights Regarding Returns

The Grand Pet Company reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

  • An irregular or excessive returns history indicative of “petrobing;”
  • An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
  • Potential fraudulent or criminal activity.