You have 14 days from delivery to contact us about a return. To start, email us at hello@heartsidepets.com with your order number. We usually reply within 1–2 business days.
Damaged, defective or wrong item, or an order that never arrived
Email us your order number and, if the item arrived damaged, defective or wrong, a photo. We'll send a replacement or refund you in full. In most cases you won't need to send anything back.
Changed your mind
You can return an unused item in its original packaging within 14 days of delivery. Email us first and we'll send you a return authorization and the address.
Return shipping is at your cost, and it can be expensive, so check the price before you send it. Once the item arrives, we refund the price you paid for it.
If you live in the European Union
You have a legal right to withdraw from your purchase within 14 days of delivery without giving a reason. Our 14-day return window matches that period. To withdraw, email us a clear statement that you want to return your order. We refund you within 14 days of your message, though we may wait until the item is back with us or you've shown us proof that you've sent it. You pay the direct cost of sending it back. You can unpack and check the item as you would in a shop. If it has been handled more than that, we may reduce the refund by the loss in value.
You also have a legal guarantee of at least 2 years for items that are faulty or not as described. The 14-day terms above don't shorten it.
Refunds
Refunds go back to your original payment method, in US dollars. If your card uses another currency, the amount you receive can differ slightly because of exchange rates. After we issue a refund, it usually takes 5–10 business days to appear on your statement, depending on your bank or card issuer.
Nothing on this page limits the rights you have under the consumer protection laws that apply to you.