Refund policy

Refund & Return Policy

At ForPatas, we want you to shop with confidence. This Refund & Return Policy explains how returns, refunds, damaged or defective items, cancellations, and other post-purchase requests are handled for orders placed through forpataspet.com.

If you need assistance with an order, please contact us at support@forpataspet.com or call +1 (213) 396-5920.

1. Return Eligibility

1.1 Returns for Damaged, Defective, or Incorrect Products

If the product you received is damaged, defective, materially different from its description, or you received the wrong item, please contact us as soon as possible.

Examples include:

Products damaged during shipping;
Manufacturing defects or improper assembly;
Products materially different from the description or images shown on our Site;
Incorrect products, models, colors, or sizes sent by us; and
Missing essential components or accessories.

To help us review the issue, we may ask for your order number, clear photos or videos of the product, photos of the packaging, and a photo of the shipping label when available.

If the issue is confirmed to be our responsibility, you will not be charged return shipping or restocking fees. Depending on the circumstances, we may provide a replacement or refund.

1.2 Returns for Personal Reasons

You may request a return within 30 calendar days from the date your order is delivered if you changed your mind, selected the wrong size or color, or no longer want the product.

To qualify, the product must:

Be unused, unworn, and unwashed;
Be free from stains, odors, scratches, pet damage, or other customer-caused damage;
Include all original accessories and components;
Include the original packaging when reasonably applicable; and
Be returned with proof of purchase or the applicable order number.

For returns made for personal reasons, the customer is responsible for return shipping costs. Original shipping charges are generally non-refundable.

2. How to Request a Return

To start a return, contact:

Email: support@forpataspet.com
Phone: +1 (213) 396-5920

Please provide:

Your full name;
Your order number;
The product you would like to return;
The reason for the return; and
Photos or videos when the request involves damage, defects, or an incorrect product.

Our customer support team will review your request and send you the applicable return instructions.

Do not send a product back before receiving return authorization from ForPatas.

3. Return Address

The correct return address will be provided by our customer support team after your return request has been reviewed and authorized.

Because products may be fulfilled from different locations, the appropriate return destination may vary by order.

The corporate address listed in this policy is not a product return address unless our support team specifically instructs you to send your return there.

Returns sent to an unauthorized or incorrect address may experience delays or may not be accepted.

4. Return Deadlines

Return requests for eligible non-defective products must be submitted within 30 calendar days after delivery.

Once a return is authorized, the product should be shipped back within 14 calendar days after the return instructions are issued.

Please keep your shipping receipt and tracking information until the return has been completed.

5. Return Shipping Costs

Return shipping responsibility depends on the reason for the return:

Damaged, defective, or incorrect item: ForPatas will cover reasonable standard return shipping costs when a physical return is required.
Change of mind, incorrect size or color selected by the customer, or personal preference: the customer is responsible for return shipping costs.

We do not charge an additional restocking fee for eligible returns.

Customers who choose expedited, premium, or insured return shipping may be responsible for costs exceeding the standard return shipping method unless otherwise agreed by ForPatas.

6. Non-Returnable Items

Certain products may not be eligible for return, including:

Personalized or custom-made products;
Products modified according to customer instructions;
Products damaged through misuse, improper cleaning, modification, or customer negligence;
Products damaged by pets after delivery, including chewing, scratching, tearing, or staining;
Products showing significant signs of use, wear, or washing;
Opened products where return would create a health or hygiene concern;
Gift cards; and
Items clearly identified as final sale or non-returnable before purchase, where permitted by law.

These exclusions do not limit any rights you may have for products that arrive damaged, defective, incorrect, or otherwise non-conforming under applicable law.

7. Inspection of Returned Products

After your return is received, we will inspect the product to confirm that it meets the conditions described in this policy.

We aim to complete the inspection within 5 business days after receipt of the returned product.

We will notify you by email when the inspection has been completed and confirm whether the refund has been approved.

8. Refunds

If your return is approved, the refund will be issued to the original payment method used for the purchase.

ForPatas will generally initiate an approved refund within 10 business days after the returned product has been inspected and approved.

Your bank, credit card issuer, PayPal, or other payment provider may require additional time to make the funds available in your account.

If more than 15 business days have passed since we confirmed that your refund was issued and you have not received it, please contact us.

9. Partial Refunds

In certain situations, a partial refund may be appropriate when permitted by applicable law.

This may include cases where:

Accessories or components are missing;
The returned product has been materially altered after delivery;
The product shows customer-caused damage or significant signs of use; or
Only part of an order qualifies for a refund.

No deduction for loss of value or restocking will apply when the product is confirmed to have arrived damaged, defective, incorrect, or otherwise non-conforming due to an issue attributable to ForPatas.

10. Original Shipping Charges

Original shipping charges are generally non-refundable when the customer returns an order because of a change of mind, personal preference, or incorrect selection.

If the order is refunded because the product was not delivered, arrived damaged or defective, was incorrect, or applicable law requires otherwise, eligible original shipping charges will also be refunded.

11. Exchanges

We do not currently guarantee direct product exchanges.

If you need a different size, color, model, or product, please contact our customer support team.

Depending on availability, we may offer a replacement or ask you to return the original item and place a new order.

12. Order Cancellations

If you wish to cancel an order, contact us as soon as possible after placing it.

We will make reasonable efforts to cancel your order before processing or fulfillment begins. However, orders may be transmitted for processing shortly after purchase, so cancellation cannot always be guaranteed.

If the order has already shipped, you may request an eligible return after delivery.

13. Lost or Undelivered Orders

If your order has not arrived within the delivery timeframe stated in our Shipping Policy, please contact us.

We will investigate the shipment with the applicable carrier or fulfillment provider.

If the shipment is confirmed as lost or cannot reasonably be delivered, we will provide an appropriate resolution, which may include replacement or refund.

14. Packages Marked as Delivered

If tracking indicates that your package was delivered but you cannot locate it, please first check:

Around the delivery location;
With household members;
With neighbors when appropriate;
With building reception or management;
Any secure delivery location associated with your address; and
With the applicable carrier or local postal service.

If you still cannot locate the package, contact us so we can review the shipment.

15. Incorrect, Refused, or Unclaimed Deliveries

Customers are responsible for providing complete and accurate shipping information.

If a package is returned because the address supplied by the customer was incorrect or incomplete, or because the package was refused or remained unclaimed, we will review the order after the shipment is returned.

Additional shipping costs resulting from customer-provided incorrect information, refusal, or failure to claim a shipment may be the customer's responsibility where permitted by applicable law.

16. Processing Times

Customer support requests and return reviews are generally handled during U.S. business days, Monday through Friday, excluding public holidays.

We aim to respond to return requests within 2 business days.

If additional information or photos are required, the review period may begin once the requested information has been received.

17. Consumer Rights

Nothing in this Refund & Return Policy is intended to exclude, restrict, or waive any mandatory consumer right or remedy that cannot legally be excluded.

Where applicable law provides rights that are more favorable than those stated in this policy, those rights will apply.

18. Changes to This Policy

We may update this Refund & Return Policy from time to time to reflect changes to our operations, products, fulfillment processes, or legal requirements.

The current version will always be available on this page.

19. Contact & Operating Entity

Important: The business address above is our corporate address and is not a product return address unless specifically authorized by ForPatas customer support.

Last updated: September 25, 2026.

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