Refund policy

Thank you for shopping with Rey Pet Shop. We want to keep the return and refund process clear and straightforward. This policy explains our return timeframe, eligibility requirements, return process, return shipping arrangements, refunds, exchanges, order cancellations, and how to contact us if you have an issue with an order.

Return Window

We offer a 30-day return policy.

If you need to return an eligible item, please contact us within 30 days of receiving your order to request a return. Returns requested after the 30-day return period may not be eligible for approval.

Return Eligibility

To be considered for a return:

  • The item should be in the condition in which it was received.
  • The item should be unused and free from damage caused after delivery.
  • The original packaging and included items should be retained where applicable.
  • Proof of purchase or order information may be required to process the return.

Return eligibility may depend on the condition of the item and the reason for the return.

If you are unsure whether your order qualifies for a return, please contact us before sending the item back.

Items That May Not Be Eligible for Return

A return may not be approved when:

  • The return request is made after the 30-day return period.
  • The item has been used, significantly damaged, altered, or misused after delivery.
  • The item is returned without required components or packaging where those are necessary to evaluate the return.
  • The condition of the returned item does not meet the applicable return requirements.

How to Initiate a Return

  1. Contact Us: Email our support team at support@reypetshop.com or call +1 786-963-1130 with your order number and the reason for the return.
  2. Return Review: Our team will review your request and confirm whether the item is eligible for return. If the return is approved, we will provide the appropriate return instructions.
  3. Return the Item: If your return is accepted, please follow the instructions provided by our support team to ship the item back to us.

Please contact us before sending an item back so we can confirm return eligibility and provide the correct return instructions.

Return Shipping

Rey Pet Shop will cover the return shipping cost for approved returns.

If you need to return an eligible item, please contact us before sending the item back. Our support team will provide the appropriate return instructions and explain how the return shipping arrangements will be handled.

If you receive an incorrect, damaged, or defective item, Rey Pet Shop will cover the return shipping cost for the approved return.

Refunds

Once an approved return is received and reviewed, we will determine whether the order qualifies for a refund according to this policy.

If a refund is approved, it will be issued to the original payment method, subject to the applicable payment provider's processing time.

The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.

Damaged or Incorrect Orders

If you receive an incorrect item or your order arrives damaged or defective, please contact Rey Pet Shop as soon as possible.

Please provide:

  • Your order information
  • A description of the issue
  • Any relevant details that may help us review the order

Our team will review the information and provide the appropriate resolution based on the circumstances of the order.

Exchanges

If you would like to exchange an item, please contact our customer support team before returning the product.

Exchange availability may depend on the product, its condition, and its availability at the time of the request.

If an exchange is approved, our support team will provide the applicable instructions for completing the exchange.

Order Cancellations

If you need to cancel or change an order, please contact us as soon as possible after placing the order.

We will make reasonable efforts to assist with cancellation or order changes before the order has been processed or shipped.

Once an order has been processed or shipped, cancellation or changes may no longer be possible.

A cancellation request does not guarantee that an order can be cancelled.

Contact Us

For questions regarding returns, refunds, exchanges, or order issues, please contact Rey Pet Shop:

Business Hours

  • Monday – Saturday: 9:00 AM – 6:00 PM
  • Sunday: 9:00 AM – 2:00 PM

Policy Updates

Rey Pet Shop may update this Return & Refund Policy when its return, refund, exchange, or order procedures change.

The current version published on this page will reflect the return and refund terms applicable to orders placed through our online store.

Last Updated: August 18, 2026