Returns & Refunds

Returns & Refunds

Last updated: 29 September 2026

In addition to your right of withdrawal (see the “Right of Withdrawal & Cancellation” page), we voluntarily give you a 90-day money-back guarantee. On this page you will find its conditions as well as our procedure for damaged shipments, lost parcels and chargebacks.

1. The Pet Friend 90-Day Money-Back Guarantee (First Orders)

We want you and your pet to be able to try your order without pressure. That is why we voluntarily grant you a 90-day money-back guarantee on first orders – considerably longer than the fourteen-day withdrawal period.

Conditions

• The 90-day period begins on the day of delivery according to the tracking information.
• The guarantee applies to first orders with Pet Friend.
• It can be claimed once per customer, household and delivery address.
• The item must be in its original condition: unopened, unused and with the seal intact in the original packaging.
• Bundle orders (2-pack, 3-pack) count as a single first order. The refund relates to the bundle as a whole; partially opened bundles are excluded from the guarantee.
• Proof of purchase (order number or order confirmation) is required.
• The guarantee applies exclusively to products purchased directly through pet-friend.co. Purchases via marketplaces, resellers or other unauthorized sources are excluded; we cannot guarantee their authenticity, storage or shelf life.

Opened Products

Feed supplements whose seal has been removed must not be placed on the market again for health protection and hygiene reasons. They are neither marketable nor reusable. We therefore cannot take back opened or unsealed products; the guarantee under this clause does not extend to them. The same applies to the right of withdrawal (exception for sealed goods under applicable law, see the “Right of Withdrawal & Cancellation” page).

If you are not satisfied with the product or the results for your pet, please still write to us at info@pet-friend.co. We look at every case individually and work with you to find a solution.

What We Refund

• The product price paid at the time of purchase is refunded.
• Shipping costs paid are not refunded under this voluntary guarantee. Exceptions are cases where the fault was ours – for example an incorrect delivery or a parcel lost in transit.
• You bear the direct cost of returning the goods.
• The refund is issued once the goods have been received and checked by us.
• If you choose a replacement delivery instead of a refund, the 90-day money-back guarantee for this order ends at that point. Acceptance of the replacement is deemed to settle the matter.

How to Request a Refund

• Write to us from the email address you used to order, at info@pet-friend.co, with the subject line “REFUND”.
• Quote your order number and briefly state the reason for your request.
• We will reply within two business days and let you know the next steps. Please do not send anything back unsolicited – we cannot identify or process unannounced shipments.
• Once the goods have been received and checked, we will issue the refund within seven business days via the payment method you used when ordering.

Limits of the Guarantee

This guarantee is a voluntary benefit and is designed for use as intended. We reserve the right not to grant it in cases of evident abuse – for example repeated refund requests from the same household or delivery address, orders placed with an obvious intention to resell, or evidently inaccurate information. Your statutory rights remain unaffected in any case.

2. Damaged, Faulty or Incorrectly Delivered Products

Should your order arrive damaged, faulty or with the wrong item, please contact us within fourteen days of delivery at info@pet-friend.co and send us:

• your order number,
• clear photos of the damaged or faulty product, and
• a photo of the shipping box if it is damaged on the outside.

You can choose between a free replacement delivery and a full refund of the affected product including shipping costs. You do not need to return the damaged or faulty item. Replacement deliveries are free of charge for you. Your statutory rights in respect of defective goods, including the consumer guarantees under applicable Canadian consumer protection laws, remain unaffected.

3. Refused or Undeliverable Parcels

If a parcel is returned to us as undeliverable – for example because of an incorrect address, refused acceptance or because it was not collected – we will refund the product price less the original shipping costs and a handling fee of CAD 5. The refund is issued within seven business days of the parcel arriving back with us. You expressly retain the right to prove that a lower loss was incurred.

Once an order has been confirmed and dispatched, we can no longer change the delivery address or redirect the shipment. Please therefore check your address carefully at checkout.

4. Tracking Shows “Delivered” but the Parcel Is Missing

It happens that carriers mark a parcel as delivered in advance, leave it at a side entrance or hand it to a neighbour. In this case, please take these four steps before writing to us:

• Wait 48 hours after the delivery time. Parcels often turn up one to two days later.
• Ask your neighbours and household members and check the usual drop-off spots – front door, garage, side entrance, hallway or parcel locker.
• Contact the carrier and have an enquiry lodged.
• Then write to us at info@pet-friend.co with your order number and a brief description of what you have already done.

We will then work towards a goodwill solution – usually a free replacement delivery or a refund where the circumstances support it. This goodwill is not automatic but describes how we usually handle such cases. We reserve the right to decline a replacement or refund where the circumstances speak against it, for example in the case of repeated loss reports for the same address. Your statutory rights remain unaffected.

5. Lost or Delayed Shipments

If the tracking shows no movement for seven business days, please write to us with your order number at info@pet-friend.co. We will work with the carrier to trace the shipment or arrange a replacement delivery.

Please report a lost parcel within 30 days of the estimated delivery date stated in the shipping confirmation. After this period, most carriers no longer accept enquiries. Business days are Monday to Friday, excluding public holidays.

6. Chargebacks

If you have a question or a problem with a charge – about the amount, the timing of a refund or a transaction you cannot identify – please contact us first at info@pet-friend.co. We can almost always resolve such cases directly, and usually much faster than via your bank.

If you initiate a chargeback before contacting us, this may delay the processing of any refund. We will dispute chargebacks on payments we consider legitimate with your payment provider. Repeated chargebacks may result in us declining future orders.

7. Refund Methods and Timeframes

Refunds are issued without exception via the payment method you used for the original order. Payment to a different account, by voucher or in cash is not possible for payment security reasons.

• Reply to your request: within two business days
• Payout after approval: within seven business days
• Credit to your account: an additional three to ten business days depending on your bank or payment provider

8. Changes

We update this page when our processes or legal requirements change. The version published at the time the contract was concluded applies to your order.

9. Contact

Headway Commerce LLC
30 N Gould St, Ste N
Sheridan, WY 82801, USA
Email: info@pet-friend.co