REFUND & RETURN POLICY

Return & Refund Policy

Last updated: October 21, 2026

At Pet Essentials with Dusty, your satisfaction matters to us. We want you and your furry companions to enjoy every purchase. If something isn't right with your order, we're here to help.

Please review our return and refund policy below before making a purchase.

1. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery at petessentialswithdusty@yahoo.com.

To help us resolve the issue quickly, please include:

  • Your order number.

  • Clear photos or a video showing the issue.

  • A brief description of the problem.

After reviewing your claim, we may offer a replacement, a partial refund, or a full refund, depending on the circumstances and the resolution available.

Please keep the item and its packaging until we advise you on the next steps. Do not return any product without receiving return instructions from our team.

2. Returns for Other Reasons

Because our products are fulfilled through third-party suppliers, including CJdropshipping, we cannot guarantee returns for every change of mind or personal preference.

Requests involving an incorrect size selected by the customer, a change of mind, or an item that is no longer wanted will be reviewed individually.

If a return is approved, the item must meet the return conditions provided by our support team. Return shipping costs may be the customer's responsibility unless applicable law requires otherwise.

Please contact us before sending any item back. Unauthorized returns may not be processed.

3. Non-Returnable Items

Certain products may not be eligible for return, including:

  • Customized or personalized products.

  • Products that have been used, damaged after delivery, or altered by the customer.

  • Items that cannot be returned for hygiene or safety reasons, where permitted by applicable law.

  • Products specifically identified as non-returnable before purchase, where permitted by applicable law.

These exclusions do not affect your rights if an item is faulty, incorrectly supplied, or otherwise covered by applicable consumer protection laws.

4. Orders That Have Not Shipped

If you wish to cancel an order, contact us as soon as possible at petessentialswithdusty@yahoo.com.

We can request cancellation if the order has not yet entered processing or shipment. Once an order has been processed, customized, or dispatched, cancellation may no longer be possible.

If cancellation is approved, any eligible refund will be issued to the original payment method.

5. Lost, Delayed, or Undelivered Orders

We understand how frustrating it can be to wait for an order. If your package is delayed or has not arrived within the estimated delivery period, please contact us with your order number and tracking details.

We will investigate the shipment with our fulfillment partner and carrier.

Depending on the tracking status and investigation outcome, an eligible resolution may include a replacement or refund.

If tracking shows that a package has been delivered but you have not received it, please check with household members, neighbors, your local delivery provider, or the designated collection point before contacting us. We may request additional documentation to investigate the matter.

Each case will be reviewed individually, subject to applicable law and the relevant shipping and supplier conditions.

6. Refund Processing

Once your refund request has been reviewed and approved, we will notify you by email.

Approved refunds will be issued to your original payment method where possible. Processing times may vary depending on your bank, payment provider, and financial institution.

Please allow additional time for the refund to appear in your account after it has been processed.

Shipping charges, customs duties, and other fees may not be refundable unless required by applicable law or specified in the approved resolution.

7. Exchanges and Replacements

We do not guarantee direct exchanges for every product. Depending on availability and the nature of the issue, we may offer a replacement shipment or another appropriate resolution.

If your item is damaged, defective, incorrect, or missing parts, please contact us before placing a new order.

8. How to Contact Us

For all return, refund, cancellation, or order-related inquiries, please contact:

Store: Pet Essentials with Dusty

Email: petessentialswithdusty@yahoo.com

Subject line: Return or Refund Request – [Your Order Number]

Our team will review your request and guide you through the next steps.

9. Our Commitment to You

At Pet Essentials with Dusty, Dusty's story reminds us that pets deserve love, care, and thoughtful attention. We aim to make your shopping experience as smooth and reassuring as possible.

Nothing in this policy is intended to limit any consumer rights you may have under applicable law. Where mandatory consumer protection laws provide greater rights, those rights will take precedence.

Thank you for being part of the Pet Essentials with Dusty family.