Refund policy

At Hitail, we want you and your pet to be happy with your purchase. However, we understand that sometimes a product might not be the right fit. Below is our policy on returns and refunds.

1. Return Window

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. If 15 days have passed since the delivery of your order, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it:

  • Unused and unwashed.

  • In its original packaging with all tags and labels attached.

  • Free from animal hair, odors, or signs of wear (e.g., chew marks).

To complete your return, we require a receipt or proof of purchase (your order number).

3. Non-Returnable Items (Exceptions)

Due to hygiene and safety standards in the pet industry, certain items cannot be returned unless they arrived damaged or defective. We do not accept returns for:

  • Perishable goods: Pet food, treats, and supplements.

  • Sanitary goods: Cat litter, pee pads, diapers, or waste bags.

  • Hygiene products: Shampoos, conditioners, and grooming wipes that have been opened.

  • Used Toys: For the safety of other pets, we cannot accept toys that have been played with or chewed, even slightly.

  • Personalized items: Custom-engraved collars, ID tags, or personalized beds.

Please get in touch if you have questions or concerns about your specific item.

4. Shipping Costs for Returns

  • Customer Responsibility: You will be responsible for paying for your own shipping costs for returning your item.

  • Non-Refundable: Shipping costs are non-refundable. If you receive a refund, the cost of the initial shipping (if applicable) is not refunded.

  • Tracking: If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

5. Damages and Issues

Please inspect your order immediately upon reception. If the item is defective, damaged, or if you received the wrong item, please contact us immediately at hi@hitail.store so that we can evaluate the issue and make it right.

In the case of a manufacturing defect or shipping damage, we will cover the replacement costs or issue a full refund. Please include photos of the damage in your email to speed up the process.

6. How to Start a Return

To start a return, you must contact us at hi@hitail.store.

Do not send your purchase back to the manufacturer. We will provide you with the correct return address and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

7. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • If approved: Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

  • Processing time: Please remember it can take some time for your bank or credit card company to process and post the refund.

Contact Us

If you have any questions concerning our return policy, please contact us at: