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Refund and Returns Policy

At Orchid Valley Pet Co. we want to make your return or refund as simple as possible. Please familiarize yourself with this policy before contacting us.

How to request a refund

You must contact us within 30 days of receiving your order if you wish to seek approval for a refund or exchange. We will ask you for your original order number, a detailed description of the problem and if possible, a photo of the item. We will review your request and provide you with a return number should we accept the return. The customer is responsible for the cost of returning an item to us unless there was an error on our behalf. Refunds may be given to approved returns and will be for the cost of the item only.

Faulty Goods

Items are physically inspected as much as possible before being posted. Where items are packaged, a visual inspection of the goods through the packaging is conducted if the packaging cannot be opened.  Packaging that can be safely opened without disturbing the product and unpackaged items will also be inspected visually and physically to the extent possible. We do this on your behalf to make sure you receive items in only the best condition.

Change of mind

Please choose carefully as we do not provide a “change of mind” refund if you simply decide you no longer want the product or chose incorrectly.

Items not used according to instructions

We are not liable, nor will we replace any products that you have damaged or misused.  This includes using products in a manner that is contrary to the manner intended by the manufacturer.  We will not refund on any damage incurred as part of normal wear and tear.

Shipping returns

If your refund is approved subject to returning the item(s), you will be provided with a mailing address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us for questions related to refunds and returns.

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