Политика возврата средств

Return and Refund Policy

Last updated: April 21, 2026

This Return and Refund Policy applies to purchases made through the Brothers In Pets online store, unless a separate written wholesale, export, distributor, or B2B agreement applies to your order.

Return window

You may request a return within 14 days after your order is delivered. To start a return, contact us at info@brothersinpets.com with your order number, the item you want to return, and the reason for the request. Items sent back without prior return authorization may not be accepted.

Return eligibility

To be eligible for a return, products must be unused, unopened, in their original packaging, and in resalable condition. Because we handle pet food, treats, litter, hygiene-related products, and other animal-care items, opened products, damaged packaging, broken seals, and products that cannot be safely resold are not eligible for change-of-mind returns.

The following items are generally not returnable unless they arrive defective, damaged, or incorrect: opened pet food or treats, supplements, litter, hygiene or grooming products, perishable or expiry-sensitive products, custom or special-order items, gift cards, final sale items, and services that have already been performed.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If an item is damaged, defective, missing, or not what you ordered, contact us as soon as possible at info@brothersinpets.com. Include your order number, photos of the product and packaging, and a short description of the issue so we can review the case and arrange a replacement, refund, or other appropriate solution.

Refunds

After we receive and inspect an approved return, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method. Original shipping charges, customs duties, import taxes, handling fees, and return shipping costs are not refundable unless the return is due to our error or a defective product, or unless applicable law requires otherwise. Your bank or payment provider may need additional time to post the refund.

Exchanges

Exchanges are handled case by case and depend on product availability, product condition, destination country, and shipping restrictions. If you need a different item, contact us before sending anything back.

International, wholesale, and B2B orders

Bulk, export, distributor, and other B2B orders may be subject to separate written terms, pro forma invoices, product approvals, import rules, or commercial agreements. If there is a conflict between this policy and a signed agreement or written quote for a B2B/export order, the signed agreement or written quote will apply to the extent permitted by law.

EU and UK customers

If you are a consumer located in the European Union or the United Kingdom, you may have a statutory right to withdraw from an online purchase within 14 days after delivery, subject to legal exceptions. Common exceptions include sealed goods that were opened and cannot be returned for health or hygiene reasons, perishable goods, and personalized or custom-made goods. This policy does not limit any mandatory consumer rights that apply in your country.

How to contact us

For return or refund questions, contact info@brothersinpets.com.