Return Policy:

• Return within 30 days of delivery for a refund or return for free for an exchange or gift card.
• Shipping fees paid at the time of purchase are non-refundable.
• Please contact us at support@bionipet.com prior to initiating a return if you have experienced an issue with an order. We will treat this with the highest priority.

All products must be returned:

• Unused
• Unwashed
• In their original packaging
• With all tags attached

Items not eligible for return:

• Items marked as Final Sale
• Products that have been used or show signs of use
• Consumable pet products (e.g., treats, food)
• Personalized items
• Pet grooming tools

Return Processing Time:

• Returns can take up to 5-10 business days to reach our team. Once received, we aim to process returns within 1-2 business days, unless an instant exchange or instant refund has been selected.

Unacceptable Conditions for Returns:

• We encourage you to inspect items upon delivery, but please avoid using them. Unfortunately, if returned items are damaged, used, or in unsuitable condition, we cannot process a return. In such instances, we may need to return the items to you at your expense. This includes items that show:

Policy Enforcement Notice:

• If we notice concerning patterns in your return behavior, such as indications of using items before returning, purchasing and returning excessive quantities, or returning non-Bionipet items, we may deactivate your account and any associated accounts. If you believe there has been an error, please contact our Customer Experience team for assistance.

Cancellation Policy:

• Cancellations need to be done within 12 hours of purchase as the order will be shipped shortly after that. To cancel your order, please contact us immediately at support@bionipet.com.

Lost or Delayed Orders:

• If your order is lost in transit or not delivered within the estimated delivery time, please contact us at support@bionipet.com. While we do not offer refunds on lost or delayed orders, we will send a replacement package to you along with some extra items included for free as a way of making up for the inconvenience caused.