Refund policy

We have a 30-day return policy. You have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be unused, unworn where applicable, in the same condition in which you received it, with any original tags, and in its original packaging. You will also need your receipt or proof of purchase.

To start a return, contact Pet Demo at lilithwaters2@gmail.com.

Approved returns should be sent to:

Pet Demo
715 Fairway Drive
Mebane, NC 27302
United States

Please do not send items back without first contacting us and receiving return approval.

For standard returns, including change-of-mind returns or items ordered incorrectly, the customer is responsible for return shipping costs. We do not automatically provide prepaid return labels.

If your item is defective, damaged, or incorrect, please contact us as soon as possible. If we determine that the item arrived damaged, defective, or was sent incorrectly, Pet Demo will cover the applicable return shipping costs or provide another appropriate resolution.

Original shipping charges are nonrefundable.

Damages and issues

Please inspect your order when it arrives. Contact us promptly if your item is defective, damaged, or incorrect so we can review the issue and determine the appropriate resolution.

Exceptions and non-returnable items

For health, hygiene, and product-safety reasons, certain products cannot be returned once opened, used, worn, assembled, or otherwise put into use. This may include grooming products, feeding products, bowls and feeders, pet beds, costumes, personalized products, and other hygiene-sensitive pet products.

Custom or personalized products cannot be returned unless they arrive damaged, defective, or incorrect.

Please contact us if you are unsure whether a specific item is eligible for return.

Sale and discounted items

Sale and discounted items may be returned as long as they otherwise meet the return requirements described in this policy.

Exchanges

We accept exchanges on eligible items.

To request an exchange, contact us at lilithwaters2@gmail.com. Depending on the product and circumstances, we may arrange an exchange directly or ask you to return the original item before a replacement is sent.

European Union 14-day cooling-off period

If merchandise is shipped into the European Union and applicable law provides you with a statutory cancellation or return right, those rights remain available to you regardless of this policy.

Where applicable, you may have the right to cancel or return an order within 14 days without providing a reason. Returned items must be in the same condition in which they were received, unused and unworn where applicable, with tags and original packaging, unless applicable law provides otherwise.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method within 14 days. Your bank, credit card company, or payment provider may require additional time to process and post the refund.

If more than 14 days have passed after we confirmed that your refund was approved and you have not received it, contact us at lilithwaters2@gmail.com.

Questions

For questions about returns, exchanges, damaged items, or refunds, contact:

Email: lilithwaters2@gmail.com
Phone: +1 (702) 343-9897