Refund policy
Refund Policy
At COVTRY, we want every pet and every home to feel cared for.
If your order is not the right fit, you may return it within 30 days of delivery for a refund — no questions asked.
30-Day No-Questions-Asked Returns
We accept returns within 30 days from the date your order is delivered.
To be eligible for a return, the item should be in its original condition whenever possible, including original packaging, tags, and accessories. However, we understand that homes with pets are real homes — if you are unsure whether your item qualifies, please contact us and we will do our best to help.
How to Start a Return
To start a return, please contact us at:
Please include:
- Your order number
- The item you would like to return
- The email address used for your order
Once your return request is received, we will send you return instructions.
Refunds
Once we receive and inspect your return, we will notify you by email.
If approved, your refund will be issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Return Shipping
To make your experience as easy as possible, we aim to keep returns simple and transparent.
Unless the item arrived damaged, defective, or incorrect, customers are responsible for return shipping costs.
If your item arrived damaged, defective, or you received the wrong item, please contact us and we will make it right.
Damaged or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, or incorrect, contact us within 7 days of delivery with photos of the issue so we can quickly arrange a replacement, refund, or other solution.
Non-Returnable Items
For hygiene and safety reasons, some items may not be eligible for return, including:
- Used pet care or cleaning products
- Opened sprays, liquids, or consumables
- Personalized or custom-made items
- Gift cards
If an item is marked as final sale, it will not be eligible for return.
Exchanges
If you would like a different item, we recommend returning your original item for a refund and placing a new order.
Our Promise
Every pet deserves a place of their own, and every customer deserves a thoughtful experience.
If something does not feel right, please reach out. We are here to help.