Refund policy

Simon Natural Pets

At Simon Natural Pets, we take pride in offering carefully curated, high-quality products for pets and their families. Due to the nature of our products and for hygiene, safety, quality control, and animal health reasons, we maintain a strict return and refund policy.

Please review this policy carefully before making any purchase.

Product Presentation & Visual Disclaimer

Product images, colors, textures, sizes, proportions, and visual appearance may vary depending on:

  • Screen settings

  • Device type

  • Display resolution

  • Lighting conditions

  • Monitor calibration

  • Mobile vs desktop displays

Simon Natural Pets does not guarantee exact color, size perception, or visual representation as displayed on customer screens.

Minor variations in color tone, texture, material appearance, packaging design, and size perception are not considered defects and are not grounds for return, refund, or exchange.

Toy & Plush Product Disclaimer

Our toys and plush products are designed for enrichment and play, but are not indestructible.

Due to natural pet behavior including chewing, tearing, biting, scratching, pulling, and rough play, no toy is guaranteed to be damage-proof.

All toys and plush products are considered final sale.

Normal wear and tear, pet damage, chewing damage, tearing, misuse, improper supervision, or behavioral damage are not considered defects and are not eligible for refunds, returns, or replacements.

FINAL SALE ITEMS

For health, safety, hygiene, and regulatory reasons, the following items are considered FINAL SALE, non-returnable, and non-refundable:

  • Pet food

  • Treats

  • Snacks

  • Supplements

  • Edible products

  • Consumable items

  • Perishable products

  • Toys

  • Plush

  • Accessories

  • Clearance items

  • Sale items

  • Opened products

  • Used products

Once these products leave our facility, they cannot be resold, therefore cannot be accepted for return.

Returns Policy – General

We do not accept returns or refunds for:

  • Change of mind

  • Personal preference

  • Pet preference

  • Size dissatisfaction

  • Color dissatisfaction

  • Product appearance dissatisfaction

  • Incorrect ordering by the customer

  • Pet behavior damage

  • Normal wear and tear

  • Misuse or improper use

  • Screen color differences

Returns are only considered in cases of verified manufacturing defects.

Damaged or Defective Items

If your order arrives damaged or defective, you must contact us within 48 hours of delivery.

To process a claim, you must provide:

  • Order number

  • Clear photos and videos of damaged packaging

  • Clear photos and videos of damaged product

  • Unboxing video evidence

  • Description of the issue

If approved, Simon Natural Pets may offer, at its discretion:

  • Replacement

  • Store credit

  • Refund

Wrong Item Received

If you receive an incorrect item due to our error, contact us within 48 hours and we will correct the issue at no cost to you.

Refund Process

Approved refunds will be processed to the original payment method used at checkout.

Refund processing times may take 5–10 business days, depending on your financial institution.

Shipping costs are non-refundable, unless the return is due to our verified error.

Carrier Liability & Transit Responsibility

Once a package is transferred to the shipping carrier, Simon Natural Pets is not responsible for:

  • Carrier delays

  • Transit damage

  • Lost packages

  • Theft after delivery

  • Misdelivery

  • Carrier handling errors

  • Weather-related delays

  • Logistics delays

All shipping-related risks are assumed by the customer once the package is in the carrier’s possession.

Optional Shipping Protection

Simon Natural Pets offers optional shipping protection for orders.

Customers who wish to protect their package against:

  • Loss

  • Theft

  • Damage

  • Transit issues

must request shipping protection at checkout and pay the additional protection fee.

If shipping protection is not selected, Simon Natural Pets will not be responsible for:

  • Lost packages

  • Stolen packages

  • Carrier delays

  • Transit damage

  • Misdelivery

  • Carrier handling errors

Shipping protection is optional and must be purchased at checkout.
It cannot be added after the order is placed.

Pet Health & Reaction Disclaimer

Simon Natural Pets is not responsible for:

  • Allergic reactions

  • Digestive sensitivities

  • Pet intolerance

  • Food aversions

  • Health reactions

  • Individual pet responses to products

Pet health reactions are not considered product defects.

Customers are responsible for consulting their veterinarian before introducing new foods, treats, or supplements.

Cancellations

Orders may only be canceled before shipment.

Once an order has been shipped, it cannot be canceled and must follow return policy guidelines.

No Abuse Policy

Simon Natural Pets reserves the right to refuse returns, refunds, replacements, or service in cases of:

  • Policy abuse

  • Fraud

  • Repeated claims

  • False claims

  • Manipulated evidence

  • Suspicious activity

  • Policy manipulation

Discretionary Authority

Simon Natural Pets reserves the right to determine eligibility for returns, refunds, or replacements on a case-by-case basis.

All decisions made by Simon Natural Pets regarding refunds, replacements, and returns are final.

Contact Information

For return or refund requests, contact:

📧 simonnaturalpets@gmail.com

Claims must be submitted within 48 hours of delivery.