At Farmina Pet Shop, we understand that even the most carefully selected products might not always meet your feline friend’s exacting standards. That’s why we offer a straightforward returns and exchanges process to ensure complete satisfaction with every purchase.

Our Return Policy

We accept returns of most unused, unopened items within 15 days of delivery. To be eligible for a return:

  • Item must be in its original condition and packaging
  • Original proof of purchase must be provided
  • Return must be initiated within 15 days of delivery

Non-Returnable Items

For health and safety reasons, we cannot accept returns on the following products:

  • Wet Food (opened or unopened)
  • Dry Food (opened packages)
  • Litter Pans (used)
  • Any products that show signs of use or damage not present at time of shipping

We make exceptions for defective or damaged items – see below for details.

How to Initiate a Return or Exchange

Step 1: Contact Our Cat-loving Team

Email our Austin-based support team at [email protected] with your return or exchange request within 15 days of receiving your order.

Return Request Template

Subject: Return Request for Order #[Your Order Number]

Body:
Dear Farmina Pet Shop Team,

I would like to request a [return/exchange] for my order #[Your Order Number].
Item(s) to return: [Product Name(s)]
Reason for return: [Please specify]
Preferred resolution: [Refund/Exchange for [Product Name]]

Please let me know the next steps.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Order Number]

Step 2: Receive Return Authorization

Within 1-2 business days, we’ll email you a Return Authorization Number (RAN) and shipping instructions. Please include this RAN with your return package.

Step 3: Ship Your Return

Pack the item(s) securely in the original packaging (if possible) and include all original tags and accessories. Affix the provided return label (for US customers) or follow the international return shipping instructions.

Step 4: Processing Your Return

Once we receive your return, we’ll inspect it and process your refund or exchange within 3-5 business days. You’ll receive an email notification when your return is processed.

Refund Information

Refunds will be issued to the original payment method used for purchase:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days after processing (depending on your bank)
  • PayPal: 3-5 business days after processing

Original shipping fees are non-refundable unless the return is due to our error (wrong item shipped or defective product).

Exchange Process

For exchanges:

  1. Follow the same return process above
  2. In your initial email, specify the replacement item you’d like
  3. We’ll ship the new item once we receive your return
  4. If the exchange item costs more, we’ll invoice you for the difference
  5. If it costs less, we’ll refund the difference

Damaged or Defective Items

If your item arrives damaged or defective:

  1. Contact us within 3 days of delivery at [email protected]
  2. Include photos of the damaged item and packaging
  3. We’ll arrange for a replacement or refund at no additional cost to you

International Returns

For customers outside the United States:

  • You’ll be responsible for return shipping costs unless the return is due to our error
  • Please declare the package as “Returned Goods” to avoid customs fees
  • Refunds will be issued in USD; currency conversion may affect the final amount

Need Help?

Our Austin-based cat lovers are ready to assist with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Address: Farmina Pet Shop, 4492 Valley Lane, Austin, TX 78749

We typically respond within 24 hours during our business hours (Monday-Friday, 9am-5pm CST).

🐾 Thank you for shopping with Farmina Pet Shop – where your satisfaction and your cat’s happiness are our top priorities!