Refund policy

📦 Return & Refund Policy

At Fideloo, your pet's satisfaction is our top priority. If an item doesn't bring you complete joy, we are here to help you find the best solution.

1. 30-Day Return Window

While standard policies often limit returns to 14 days, Fideloo extends this window to 30 days after the receipt of your order to give you peace of mind.

2. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

  • New Condition: The item must be unused, unwashed, and in the same condition that you received it.

  • Original Packaging: The product must be returned in its original packaging with tags attached.

  • Hygiene Exceptions: For obvious sanitary reasons, items such as finger toothbrushes, grooming brushes, or chew toys that have been used cannot be returned.

3. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Email our customer support team with your Order Number and the reason for the return.

  2. Approval: Once your request is validated, we will provide you with the return shipping address.

  3. Shipping: Return shipping costs are the responsibility of the customer, unless the product is defective or we made an error in the shipment.

4. Refunds

Once we receive and inspect your returned item:

  • We will send you an email to confirm receipt.

  • If the return is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a few business days.

5. Exchanges (Defective or Damaged Items)

We only replace items if they are initially defective or damaged upon arrival. If you need to exchange it for the exact same item, please email us to arrange the exchange.

6. Special Case: Sizing Issues

We provide detailed Size Guides for all wearable items (harnesses, raincoats, shoes, etc.).

  • ⚠️ Important: We strongly encourage you to measure your pet manually before purchasing to avoid errors.

  • Policy: In case of a sizing error made by the customer, the return shipping costs for an exchange or refund will remain the customer's responsibility.