Refund policy

Refund & Return Policy

Effective Date: August 3, 2026

At Hero Pets, customer satisfaction is important to us. Because many of our products are fulfilled by trusted third-party logistics partners, our return and refund process follows supplier guidelines while ensuring a fair experience for our customers.

Order Cancellations

Orders may be cancelled within 24 hours of placement or before they have entered processing, whichever comes first.

Once an order has entered processing or has been shipped, it cannot be cancelled.

Return & Refund Eligibility

You may request a refund or replacement if:

Your item arrives damaged or defective.
You receive the wrong item.
Your order is lost during shipping.
Your package has not arrived within the estimated delivery timeframe (excluding delays caused by customs, severe weather, natural disasters, strikes, or incorrect shipping information).

All requests must be submitted within 7 days of delivery for damaged, defective, or incorrect items.

To submit a claim, please email theinsideworld@yahoo.com with:

Your order number
A description of the issue
Clear photographs or a short video showing the problem

Failure to provide sufficient evidence may delay or prevent approval of your claim.

Lost Packages

If tracking confirms that a package has been lost in transit, we will work with our fulfillment partner to investigate.

If the shipment is confirmed lost, we will offer either:

A replacement at no additional cost, or
A full refund.

Delayed Deliveries

While we strive to deliver orders within the estimated shipping timeframe, international shipping delays can occasionally occur.

If your order significantly exceeds the expected delivery window, please contact us so we can investigate with the carrier and our fulfillment partner.

Returns

In most cases, returned merchandise is not required for damaged, defective, or incorrect products.

If a physical return is required, we will provide instructions before you send the item.

Please do not return products without first contacting our support team.

Unauthorized returns may not be accepted.

Items Not Eligible for Refund

Refunds or replacements cannot be provided when:

The customer entered an incorrect shipping address.
The package was refused by the customer.
Delivery failed because the customer did not respond to the carrier or customs authority.
The item shows normal wear and tear or damage caused after delivery.
The customer simply changes their mind after the order has shipped.
The product has been used, altered, or intentionally damaged.
Minor differences in color, size, or appearance occur due to monitor settings or normal manufacturing variations.
Delivery delays result from customs inspections, severe weather, public holidays, labor disruptions, or other events beyond our control.