Refund policy

At Top Pet Shop®, we want you and your furry family members to love every order! If an item isn't quite right or doesn't meet your expectations, our 30-Day Money-Back Guarantee makes returns simple and stress-free.

🛡️ 30-Day Money-Back Guarantee
You have 30 days from the date your package is delivered to request a refund or exchange.
To be eligible:
- The item must be in good condition, without damage caused by misuse or chewing.
- It must be free of excess pet hair, stains, or damage not caused by shipping.

🔄 How to Request a Return or Refund
1. Email us at bader.k.alazmi@gmail.com with your order number, the item(s), and the reason for your request.
2. We will reply within 24–48 hours with the next steps. In some cases we may ask you to send the item back, and we will tell you where to send it.
3. Approved refunds are sent to your original payment method within 5–7 business days.

📦 Damaged, Defective, or Wrong Items
If your order arrives damaged, defective, or is not what you ordered, email us within 7 days of delivery at bader.k.alazmi@gmail.com with a photo or short video of the issue. We will send a free replacement or give you a full refund. In most cases you won't need to send anything back.

❌ Non-Returnable Items
- Engraved ID tags are made to order with your dog's name and phone number, so they cannot be returned unless they arrive damaged or with an engraving error on our side.
- Gift cards and final-sale items.

🔁 Wrong Size?
Got the wrong collar size? Email us at bader.k.alazmi@gmail.com and we will help you exchange it for the right size.

⚖️ Your Legal Rights
This guarantee is in addition to your statutory rights as a consumer, including the 14-day right of withdrawal in the European Union.

📩 Questions?
Email: bader.k.alazmi@gmail.com
We usually reply within 24–48 hours.