Refund and Returns Policy

Refund and Returns Policy

Please read this policy carefully to ensure you are fully informed about your rights. We want you to feel confident and secure!

Before sending any product back for a return or exchange, we strongly recommend that you first contact our Customer Support Team via email at support@arkonpet.com for proper guidance on how to proceed.

Return Address: To initiate a physical return, you must first contact our Customer Support Team at support@arkonpet.com to obtain your Return Merchandise Authorization (RMA) number. Please be aware that our primary returns processing facility is located overseas (Asia). The customer is responsible for the international return shipping costs.

Returns Policy

Right to Cancel (Withdrawal): If you purchased a product through ArkonPet, received it in perfect condition, and yet you are not happy with your purchase, you may request the cancellation of the purchase through our Customer Support Team via email: support@arkonpet.com.

However, please be aware of the rules below.

Deadline for cancellation: In accordance with the Consumer Contracts Regulations 2013, customers who make purchases online have a "cooling-off" period of 30 calendar days after receiving the product to register their withdrawal from the purchase.

Attention: The right of withdrawal is a reflection period. It aims to protect the consumer from aggressive commercial practices and from being unaware of the product purchased. However, this reflection period should not be confused with the possibility of "testing" or "using" the product extensively.

The desire to cancel must be immediately communicated to us, following these rules:

  • The merchandise must be returned via post, with shipping costs paid by the customer, to our overseas return facility in Asia (our support team will provide the exact shipping address upon your RMA request).

 

  • The product must be returned in its original packaging, accompanied by all manuals and accessories.

 

  • The product must be returned accompanied by its proof of purchase (Order ID/Receipt).

 

  • The product must NOT show ANY signs of use, wear, or damage.

WARNING: Products returned outside of the specifications above will not be accepted and may be returned to the sender.

Refund of Values:

  • Credit/Debit Card: The refund may take up to 2 billing cycles to appear on your statement, depending on your card issuer.

ATTENTION: The refund is processed only after the receipt and inspection of the product(s) at our Distribution Centre. (The product must not show any signs of use).

NOTE: Any intention to cancel must be communicated to our Customer Support Team before sending the product(s) back. You must include a note with your Order ID inside the return package. Otherwise, the return may not be accepted.

Exchange Policy & Sizing Issues

We provide detailed measurements in centimetres for our products to prevent errors in size selection. However, we know that getting the perfect fit can sometimes be tricky.
Because returning items overseas to our Asian facilities can be expensive and time-consuming for you, we have a specific Sizing Resolution. If you ordered the wrong size, please contact us within 14 days. Instead of forcing you to pay international return shipping, we will quickly arrange a hassle-free resolution, such as a significant discount on a replacement in the correct size, allowing you to keep or donate the original item.

Damaged or Faulty Products Products sold by ArkonPet are covered against manufacturing defects. If your item arrives damaged, faulty, or breaks prematurely due to a manufacturing issue, you do not need to ship it back to us.

How to claim a replacement:

  1. Contact our Customer Support Team within 30 days of receiving the item (in accordance with the Consumer Rights Act 2015). 
  2. Provide your Order ID and clear photos or a short video showing the exact defect.
  3. Provide a brief description of how the product was used.

Once our team reviews the evidence (usually within 1-2 business days), we will immediately dispatch a free replacement to your original address, or offer a full refund if preferred.

Note: Claims will be rejected without the right to substitution in the following cases:

  • Absence of defect (damage pointed out by the customer not found in the photos/video).

 

  • Evidence of inappropriate use of the product.

 

  • Evidence of accidental damage (e.g., dog chewing or scratching).

 

  • Natural wear and tear due to use over time.

 

  • Inadequate washing or maintenance of the product.

Order Cancellations by ArkonPet

Automatic Purchase Cancellation: The cancellation of the order and release of the products acquired by the initiative of ArkonPet will occur automatically in the following situations:

  • Impossibility of executing the debit corresponding to the purchase on the credit card.

 

  • Inconsistency of data filled in the order.

 

  • Absence of stock.

Refunds Issued by ArkonPet

  • Impossibility of delivery: In view of the non-existence of the delivery address as indicated by the buyer, or its inaccessibility. In the impossibility of delivery for this reason, the product will return to our Distribution Centre, generating a refund by ArkonPet of the values corresponding to the prices of the products (excluding freight costs).

 

  • Lack of stock: If the merchandise acquired by the buyer on the site is unavailable due to sales occurrences, there will be a refund of the values paid to the buyer through the same payment method used in the purchase. In these situations, the buyer will be communicated with.