Refund policy
Return & Refund Policy
At UTONPET, we want you and your pet to be happy with your purchase. If you are not completely satisfied with your order, you may request a return within 30 days of receiving your item, subject to the conditions below.
RETURN ELIGIBILITY
To be eligible for a return, the item must be in the same condition as when you received it, unused or unworn, clean, and in its original packaging. Proof of purchase is also required.
For hygiene and safety reasons, products that have been used, worn by a pet, washed, damaged after delivery, or show pet hair, stains, odors, or other signs of use may not be eligible for return unless the product is defective or applicable consumer law provides otherwise.
HOW TO REQUEST A RETURN
To request a return, please contact:
Email: admin@utonpet.com
Please provide your order number, the item(s) you wish to return, and the reason for the return.
Please do not send products back before contacting us. If your return is accepted, we will provide return instructions and the applicable return address.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order upon delivery.
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible with your order number and clear photos of the product and packaging.
Once confirmed, we will provide an appropriate solution, which may include a replacement or refund.
RETURN SHIPPING
For returns due to a change of mind, incorrect size selection, or other reasons not caused by UTONPET, customers are generally responsible for return shipping costs where permitted by applicable law.
If the item is confirmed to be defective, damaged in transit, or incorrectly supplied, UTONPET will cover reasonable return shipping costs where required.
Original express or upgraded shipping charges are generally non-refundable unless required by applicable law.
REFUNDS
Once your return has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method.
Please note that your bank or credit card provider may require additional processing time before the refund appears in your account.
If more than 15 business days have passed since we confirmed your refund, please contact us at admin@utonpet.com.
EXCHANGES
If you need a different size or product, please contact us first. Depending on the item and destination, we may recommend returning the original item and placing a new order.
EUROPEAN UNION / EEA CUSTOMERS
If you are a consumer in the European Union or European Economic Area, you may have a statutory right to withdraw from an eligible online purchase within 14 days of receiving the goods without giving a reason.
Our 30-day return policy does not limit or replace any mandatory consumer rights available under applicable law.
For eligible change-of-mind withdrawals, customers may be responsible for direct return shipping costs where permitted by applicable law.
NON-RETURNABLE ITEMS
Certain items may not be eligible for return, including:
• Used, worn, washed, or customer-damaged pet products
• Products showing pet hair, stains, odors, or other signs of use
• Personalized or customized products
• Gift cards
• Final-sale products where permitted by applicable law
These exclusions do not affect statutory rights relating to defective or non-conforming goods.
CONTACT US
UTONPET
Email: admin@utonpet.com
Website: utonpet.com
Last updated: September 2026