Refund policy

Last updated: November 12, 2026

We want you to be happy with your order. If something isn't right, here is how returns and refunds work at Heartside.

14-day window

You have 14 days from the day your order is delivered 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 of it. 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. Please email us before you send anything back. We'll send you a return authorization and the return address. We can't refund items that are sent back without a return authorization and don't reach us.

Contact us first for the return address; return shipping is at your cost, so it can be expensive. We recommend using a tracked service. 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. To withdraw, email us a clear statement that you want to return your order. You then have 14 days to send the item back. We refund you within 14 days of receiving 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 the item 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 return window in this policy doesn'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.

Import taxes, duties or customs fees that your country charged on delivery are collected by customs or the carrier, not by us, so we can't refund them. You may be able to reclaim them from your customs office.

Exchanges

We don't offer direct exchanges. If you received a different color than you ordered, that counts as a wrong item: send us a photo and we'll replace it or refund you.

Cancelling an order

Need to cancel? Email us as soon as you can. If your order hasn't been sent for fulfillment yet, we'll cancel it and refund you in full. Once an order has shipped it can't be cancelled, but the return terms above still apply.

Your legal rights

Nothing in this policy limits the rights you have under the consumer protection laws that apply to you.