Refund policy

REFUND & RETURN POLICY

Last Updated: August 18, 2026

Thank you for shopping with Sweet Animals. We want you and your pets to be happy with every purchase. This Refund & Return Policy explains the conditions under which products purchased through our online store may be returned, exchanged, or refunded.

1. COMPANY & BRAND INFORMATION

Sweet Animals is a pet-focused brand owned and operated by ALZAS GROUP LLC, our parent company in the United States.

Our international e-commerce activities, including sales made through the Sweet Animals online store, are operated under the Sweet Animals brand by ALZAS GROUP LLC.

Sweet Animals also operates and develops its brand presence in Türkiye through its Turkish operations. Depending on the country of purchase, certain local consumer protection rights may also apply.

Throughout this policy, “Sweet Animals,” “we,” “us,” and “our” refer to the Sweet Animals brand and, where applicable, its parent company ALZAS GROUP LLC.

2. RETURN PERIOD

We accept eligible return requests within 30 days of delivery.

To qualify for a return:

The item must be unused, unworn, and in the same condition in which it was received.
The item must include its original packaging, labels, tags, accessories, and manuals, where applicable.
You must provide proof of purchase or your Sweet Animals order number.
The product must not fall within one of the non-returnable categories listed below.

Products showing signs of excessive use, damage caused after delivery, modification, washing, misuse, or improper handling may not be eligible for return.

3. HOW TO REQUEST A RETURN

Before returning any product, please contact Sweet Animals Customer Support.

Please provide:

Your full name
Order number
Email address used for the order
Product you wish to return
Reason for the return
Photos or videos if the product arrived damaged, defective, or incorrect

Our customer support team will review your request and provide return instructions if your return is approved.

Please do not send products back without receiving return instructions from us first.

Unauthorized returns may not be accepted or refunded.

4. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order as soon as it arrives.

If your product arrives damaged, defective, incomplete, or different from the product you ordered, please contact us as soon as possible after delivery.

We may request photographs or videos of:

The product
The packaging
The shipping label
The damaged or defective area

After reviewing the claim, Sweet Animals may, depending on the circumstances, offer:

A replacement product;
A full or partial refund; or
Another appropriate solution.

If the issue resulted from an error by Sweet Animals or the product was damaged before or during delivery, reasonable return shipping costs may be covered by us where applicable.

5. NON-RETURNABLE ITEMS

For health, hygiene, safety, and other reasons, certain products may not be eligible for return unless they arrived damaged, defective, or incorrect.

These may include:

Opened or used pet hygiene products
Grooming and personal-care products that have been used
Products that have come into direct contact with an animal after opening where resale would create a hygiene concern
Personalized or customized products
Gift cards
Clearance or final-sale items where clearly identified as non-returnable before purchase
Products damaged through misuse, improper handling, or normal wear and tear

Nothing in this section is intended to limit any non-waivable consumer rights provided by applicable law.

6. PET CLOTHING, COLLARS, HARNESSES & SIZE-RELATED RETURNS

Customers are responsible for reviewing the size information provided on the relevant product page before placing an order.

If you order the wrong size, you may request a return or exchange within the applicable return period, provided that the product:

Has not been used;
Has not been washed;
Has not been damaged;
Is free from pet hair, stains, odors, or other signs of use; and
Is returned with its original tags and packaging.

Return shipping costs for customer-selected incorrect sizes may be the responsibility of the customer unless otherwise required by applicable law.

7. RETURN SHIPPING COSTS

If you are returning a product because you changed your mind, selected the wrong product or size, or no longer want the product, you may be responsible for the return shipping costs.

If the product is confirmed to be defective, damaged upon arrival, or incorrect due to an error by Sweet Animals, we may cover reasonable return shipping costs or provide an alternative return solution.

Original shipping charges may be non-refundable except where required by law or where the return resulted from our error.

8. REFUNDS

Once we receive and inspect your eligible return, we will notify you regarding the status of your refund.

If approved, the refund will normally be issued to the original payment method used for the purchase.

Please allow approximately 5–10 business days after the refund has been processed for the funds to appear in your account. Processing times may vary depending on your bank, card issuer, payment provider, and country.

Sweet Animals does not control processing delays caused by banks or payment providers.

9. PARTIAL REFUNDS

In certain circumstances, we may issue a partial refund rather than a full refund where legally permitted.

Examples may include products that:

Are returned with missing accessories or packaging;
Show signs of use beyond what is reasonably necessary to inspect the product;
Are returned in a materially different condition from when they were delivered; or
Have been damaged after delivery.

Any deduction will be assessed reasonably and in accordance with applicable consumer protection laws.

10. EXCHANGES

The availability of exchanges may depend on the product, inventory, and destination country.

For faster processing, we may ask you to return the original eligible product and place a new order for the replacement item.

If you receive a defective or incorrect product, please contact us before placing another order so that we can determine the appropriate solution.

11. ORDER CANCELLATIONS

If you need to cancel an order, please contact us as quickly as possible.

We will attempt to cancel the order before it enters fulfillment or shipping. However, once an order has been processed, prepared, or shipped, we may no longer be able to cancel it.

In that case, you may need to wait until the product is delivered and then request a return in accordance with this policy.

12. LOST OR MISSING PACKAGES

If tracking information shows that your package has been delivered but you cannot locate it, please:

Check around the delivery location;
Check with household members, neighbors, reception, concierge, or building management where applicable; and
Contact the shipping carrier.

If you are still unable to locate the package, contact Sweet Animals Customer Support so we can review the situation.

Claims involving lost, stolen, or incorrectly delivered packages may require investigation with the shipping carrier before a refund or replacement can be approved.

13. INTERNATIONAL ORDERS

Sweet Animals serves customers in multiple countries.

For international orders, return shipping costs, customs charges, import duties, taxes, brokerage fees, and other charges may vary depending on the destination.

Unless otherwise required by applicable law or the return results from our error, customers may be responsible for costs associated with international returns.

Customers should contact us before shipping an international return so we can provide the appropriate instructions.

14. UNITED STATES CUSTOMERS

Sweet Animals international e-commerce operations are conducted under the Sweet Animals brand by our parent company, ALZAS GROUP LLC.

Customers located in the United States may also have additional rights under applicable federal or state consumer protection laws.

Nothing in this policy is intended to exclude or restrict rights that cannot legally be waived.

15. TURKEY CUSTOMERS

Sweet Animals also operates and develops its brand in Turkey.

Purchases made by consumers in Turkey may be subject to mandatory consumer protection provisions under Turkish law, including applicable distance-sales and withdrawal rights.

Where mandatory Turkish consumer law provides the customer with rights that are more favorable than the terms stated in this policy, the applicable mandatory legal provisions will prevail.

16. EUROPEAN UNION & UNITED KINGDOM CUSTOMERS

Customers located in the European Union, European Economic Area, or United Kingdom may have statutory cancellation, withdrawal, return, refund, conformity, or warranty rights under applicable consumer protection legislation.

Where such mandatory rights apply, this policy does not replace, waive, or restrict them.

17. FRAUDULENT OR ABUSIVE RETURNS

Sweet Animals reserves the right, to the extent permitted by law, to refuse returns or take appropriate action in cases involving suspected:

Return fraud;
Repeated abuse of our return policy;
False claims regarding damaged or missing products;
Manipulation of products before return; or
Other fraudulent activity.

This provision does not affect legitimate consumer rights.

18. CHARGEBACKS & PAYMENT DISPUTES

If you experience an issue with an order, we encourage you to contact Sweet Animals Customer Support first so we can attempt to resolve the matter.

Submitting false, misleading, or fraudulent payment disputes may result in the relevant information being provided to the payment processor, financial institution, shipping carrier, or other relevant parties as permitted by law.

Nothing in this section limits a customer's lawful right to dispute an unauthorized or otherwise legitimately disputed transaction.

19. CHANGES TO THIS POLICY

Sweet Animals and ALZAS GROUP LLC may update this Refund & Return Policy from time to time to reflect changes in our operations, services, legal obligations, or business practices.

The most recent version will be published on our website together with its effective or last-updated date.