Refund policy

Refund & Return Policy

1. Overview

Thank you for choosing InkSoulPets. We want you to be completely satisfied with your purchase.
If for any reason you are not happy with your order, we’re here to help.
This policy outlines your rights and our procedures for refunds, returns, and exchanges in compliance with applicable consumer laws, including EU and UK regulations.

2. Right of Withdrawal (EU & UK Customers)

Under European and UK law, you have the right to withdraw from a purchase within 14 calendar days of receiving your goods, without giving any reason.
To exercise this right, you must notify us in writing (via email to Hello@inksoulpets.com) within that 14-day period.
After notifying us, you have an additional 14 days to send the item back.

Please note that this right of withdrawal does not apply to:

  • Custom-made or personalized items (e.g., custom pet portraits)

  • Digital files once accessed or downloaded

  • Perishable or hygiene-sensitive items once unsealed

3. General Return Eligibility (All Regions)

You may request a refund or exchange within 30 days of delivery, provided the item meets these conditions:

  • The product is unused, unwashed, and in its original condition

  • The original packaging, tags, and any accessories are intact

  • You can provide proof of purchase (order number or receipt)

Returns that do not meet these criteria may be subject to partial refunds or rejection.

4. Non-Returnable Items

The following items are not eligible for return or refund:

  • Custom or personalized artworks

  • Digital products or downloads

  • Sale, clearance, or final-sale items

  • Gift cards

  • Items damaged through misuse or not in their original condition

5. Damaged or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at Hello@inksoulpets.com with your order number and photos of the issue.
We will provide a replacement or a full refund at no cost to you.

6. How to Request a Return

  1. Contact our support team at Hello@inksoulpets.com within the applicable return period (14 or 30 days depending on your location).

  2. Include your order number, product name, and reason for return.

  3. Wait for confirmation and shipping instructions from our team before sending your item.

  4. Pack the item securely in its original packaging and return it as instructed.

Please do not send your return without authorization, as this may delay processing.

7. Shipping Costs for Returns

  • If the return is due to our error (defective or wrong item), we will cover the return shipping cost.

  • If the return is due to personal reasons (change of mind, wrong size, etc.), the customer is responsible for the return shipping cost.

  • We recommend using a tracked shipping method for your protection.

8. Refund Process and Timing

Once your return is received and inspected, we will notify you by email.
If approved, your refund will be processed within 7–14 business days to your original payment method.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

If the returned item shows signs of use or damage not caused by us, a restocking fee or partial refund may apply.

9. Exchanges

We offer exchanges only for identical items in the same style if stock is available.
If the replacement is unavailable, we will issue a refund instead.

10. Gift and Holiday Purchases

If your item was received as a gift, the return or refund will be issued to the original purchaser.
During holiday seasons, we may extend the standard 30-day return period to 60 days; please refer to the promotion details at the time of purchase.

11. Processing of Personal Data

All personal information collected for returns and refunds is handled in accordance with the EU General Data Protection Regulation (GDPR) and relevant data privacy laws.
We only use your data to process your request and will not share it with third parties without consent.

12. Contact Us

If you have any questions about this Refund & Return Policy, please contact our customer service team:
📩 Email: Hello@inksoulpets.com

13. Policy Updates

We reserve the right to amend or update this Refund & Return Policy at any time to remain compliant with applicable laws and improve clarity.
The latest version published on our website will always apply to your order.