Return & Refund Policy
At The Urban Pet, your satisfaction is important to us.
We want every pet parent to feel confident when shopping with us. This Return & Refund Policy explains the process for requesting returns, handling eligible items, and receiving refunds when applicable.
1. Return Eligibility
We accept return requests within 30 days after delivery.
To qualify for a return, the item must:
✔ Be in the same condition as when received
✔ Be unused and in original condition
✔ Include original packaging and accessories (if applicable)
✔ Include proof of purchase or order information
Items that show signs of use, damage, or alteration may not be eligible for return.
2. How To Request A Return
To begin a return request, please contact our customer support team:
Please include:
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Your order number
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The reason for your return request
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Photos or details of the product (if applicable)
Once your request has been reviewed and approved, our team will provide return instructions.
Please do not send items back before receiving return authorization. Unauthorized returns may not be accepted.
3. Damaged, Defective, or Incorrect Items
Please check your order carefully after delivery.
If your package arrives damaged, you receive the wrong item, or there is a product issue, please contact us as soon as possible.
Our team will review the situation and work with you to provide an appropriate solution.
4. Items Not Eligible For Return
Some products may not qualify for returns, including:
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Items that have been used or damaged after delivery
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Personalized or customized products
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Products that cannot be resold due to hygiene or safety reasons
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Gift cards
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Clearance or final sale items
Original shipping costs may not be refundable unless required by applicable regulations.
If you are unsure whether your order qualifies, please contact us before submitting a return request.
5. Exchanges
If you need a different item, size, or replacement product, the quickest option is usually:
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Request a return for the original item
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Wait for return approval
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Place a new order for the replacement product
Our support team will be happy to assist you throughout the process.
6. European Union Customers – 14-Day Right Of Withdrawal
For orders delivered within the European Union, customers may have the right to cancel or return their purchase within 14 days of receiving the order, according to applicable consumer protection laws.
Returned items must:
✔ Remain unused
✔ Be in original condition
✔ Include original packaging
✔ Include proof of purchase
This right applies separately from our standard return policy.
7. Refund Process
After we receive and inspect your returned item, we will send you an update regarding your refund status.
If your refund is approved:
✔ The refund will be issued to your original payment method
✔ Processing may take up to 10 business days
✔ Your bank or payment provider may require additional time to complete the transaction
If you have not received your refund after the expected processing period, please contact us:
8. Return Shipping Information
Please contact The Urban Pet before sending any return package.
Return instructions and the appropriate return address will be provided after your request has been reviewed and approved.
Contact Us
The Urban Pet
📍 4475 Santa Monica Blvd
Los Angeles, CA 90029
United States
📞 +1 323 664 4700
✉️ service@planturervip.com
Thank you for choosing The Urban Pet.
We appreciate your trust and are committed to making your shopping experience simple, reliable, and enjoyable for both you and your pets.