Return Policy

1. Overview

At Urban Snouts Inc., we want both you and your pet to love what you ordered. If something isn't right, we'll do our best to make it right.

Note: This policy applies to purchases made directly through www.urbansnouts.com. For Etsy orders, please follow Etsy's return process.

2. Eligibility for Returns

You may return most new, unused items within 14 days of delivery for a refund or exchange, subject to the conditions below.

✅ Returnable Items

Unused pet accessories (e.g., collars, leashes, apparel)
Unworn matching apparel (with tags intact)
Items received damaged or defective (with proof of damage)

❌ Non-Returnable Items

For health, safety, and hygiene reasons:

Chewed, opened, or used treats and chews (e.g., yak cheese, antlers, coffee wood)
Custom, engraved, or personalized items
Sale or clearance items

3. Condition of Returned Items

Returned products must be:

Unused, unwashed, and in their original packaging
Free of pet hair, odors, or damage

Note: If items are returned in non-resalable condition, a partial refund or denial may apply.

4. How to Start a Return

Step-by-step process:

Contact us at support@urbansnouts.com within 14 days of receiving your order
Include your order number, reason for return, and clear photos if applicable
We will review and issue return instructions, including the shipping address

5. Return Shipping

The customer is responsible for return shipping costs, unless the item was defective or an incorrect product was sent.

We recommend using a trackable shipping service; we are not responsible for lost packages.

6. Refunds

✅ What's Included

Product price
Taxes

❌ What's Not Included

Shipping fees
Transaction fees
Currency conversion costs

Once your return is received and inspected, we will notify you by email. Approved refunds will be processed to your original payment method (Stripe or Square) within 5–10 business days.

7. Exchanges

If you would like an exchange (e.g., for size or color), please email us first to ensure the replacement item is available.

8. Damaged or Defective Items

If your item arrived damaged, defective, or incorrect, please contact support@urbansnouts.com within 7 days of receipt with photos of the issue.

We'll replace or refund at no cost to you.

9. Late or Missing Refunds

If you haven't received a refund within 10 business days after our confirmation:

Check your bank or credit card statement
Contact your payment provider (Stripe or Square)
If the issue persists, email support@urbansnouts.com and we'll assist further

10. Contact

Urban Snouts Inc.

London, Ontario, Canada

📧 support@urbansnouts.com

🌐 www.urbansnouts.com