At Smooky Pets, we want you to feel confident when shopping for your pet. If something is not right with your order, our support team is here to help and will work with you to find the best possible solution.

Return Eligibility

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item should be:

• Unused, unworn, and in its original condition

• Returned with all original packaging, tags, and accessories

• Accompanied by proof of purchase or your order information

For hygiene and safety reasons, certain pet products may not be eligible for return once opened, used, or worn.

How to Request a Return

Before sending any item back, please contact us at smookypets@gmail.com with your order number and the reason for your return.

If the return is approved, we will provide the appropriate return instructions.

Please do not send products back without contacting us first, as unauthorized returns may not be accepted.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If your item arrives damaged, defective, or you receive the wrong product, contact us as soon as possible at smookypets@gmail.com.

Please include:

• Your order number

• A short description of the issue

• Clear photos or videos showing the product and any damage or defect

Once we review the information, we will work with you on an appropriate solution, which may include a replacement or refund.

Non-Returnable Items

Certain products may not qualify for return, including:

• Items that have been used, worn, washed, or damaged after delivery

• Products returned without their original packaging

• Personalised or custom-made items

• Products that cannot be returned for hygiene or health reasons once opened

• Gift cards, if applicable

If you are unsure whether your item is eligible, please contact us before starting a return.

Exchanges

If you would like a different product, size, or variation, please contact our support team first.

Where possible, we will help determine the most suitable solution. Product availability may vary, so exchanges cannot always be guaranteed.

Refunds

Once your returned item is received and inspected, we will notify you regarding the status of your refund.

If approved, the refund will be issued to your original payment method.

Please note that your bank, card provider, or payment service may require additional processing time before the refund appears in your account.

Original shipping charges may not be refundable unless the return is related to an incorrect, damaged, or defective item.

Return Shipping

Return shipping costs may be the responsibility of the customer unless the item was damaged, defective, or incorrect when delivered.

We strongly recommend using a trackable shipping service when returning a product, as Smooky Pets cannot be responsible for return packages that are lost before reaching the designated return location.

Order Cancellations

If you need to cancel or change an order, please contact us as soon as possible after placing it.

We will do our best to assist, but once an order has entered processing or has been shipped, cancellation may no longer be possible.

Contact Us

If you have any questions about a return, refund, exchange, or order issue, please contact us:

Email: smookypets@gmail.com

Store: Smooky Pets
Location: Le Chambon-Feugerolles, France

We appreciate your trust in Smooky Pets and are committed to making your shopping experience as smooth and reliable as possible.