CUSTOMER RETURN POLICY
Your satisfaction is important to us, and we’re here to help. We aim to make returns as simple and stress-free as possible. Please review the guidelines below to determine whether your item is eligible for return.
Eligible Returns
- Products must have been purchased directly from the Van Ness Pets online store.
- Return requests must be submitted within 30 days of the original purchase date.
Conditions for Acceptable Returns
- Products must be returned in new, unused condition.
- All parts and components must be included with the return.
- Items should be returned in their original packaging, whenever possible.
- Customers are responsible for using sufficient packing materials to protect the product during return shipment.
- Products that show signs of use, are missing parts, or are damaged due to inadequate return packaging may not be eligible for refund or replacement.
Non-Eligible Returns
- Products purchased from other retailers, marketplaces, or third-party sellers are not eligible for return through Van Ness Pets.
- If you purchased your item elsewhere, please contact that retailer directly to request a return.
- Return requests made more than 30 days after purchase cannot be accepted.
How to Request a Return
To initiate a return, please follow the steps below:
- Contact our customer service team within 30 days of your purchase.
- Provide your order number and a brief explanation of the reason for the return.
- Our team will review your request and provide return instructions if the item is approved for return.
Please note that return shipping costs are the responsibility of the customer and are not covered by Van Ness Pets.
Refunds or Product Replacements
Once your return is received and inspected, we will determine the appropriate resolution based on the reason for the return:
- Refunds may be issued for eligible returns and will be credited back to the original form of payment. Shipping costs are not eligible for reimbursement.
- Product replacements may be offered in cases of damaged, defective, or incorrect items.
Refunds or replacements are issued at the discretion of Van Ness Pets. Please allow reasonable processing time once your return has been received.
Need Assistance?
If you have questions or need help confirming your purchase or return eligibility, our customer service team is happy to assist.
- Email: customerservice@vannesspets.com
- Phone: 1-973-778-9500
- Hours: Monday–Friday, 9:00 a.m. to 4:30 p.m. ET
