Return & Refund Policy
↩️ Return & Refund Policy
At Euptate, your satisfaction — and your pet's happiness — is our top priority. If something isn't right with your order, we're here to make it right. Please read our policy below carefully.
📅 Return Window
We offer a 30-day return policy. You have 30 days from the date of delivery to request a return or exchange. After this period, unfortunately we are unable to accept returns.
✅ Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:
- Item is in its original, unused condition
- Item is in its original packaging
- Item has not been chewed, damaged, or soiled by your pet
- Return is requested within 30 days of delivery
The following items are non-returnable:
- Catnip or catnip-infused products that have been opened or used
- Items marked as Final Sale
- Gift cards
- Items returned after the 30-day window
📦 How to Initiate a Return
- Email us at support@euptate.com with your order number and reason for return
- Our team will respond within 1–2 business days with return instructions and the return address
- Pack the item securely in its original packaging
- Ship the item back using a trackable shipping method
- Once we receive and inspect the item, we will process your refund within 5–7 business days
💰 Refunds
Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–7 business days.
Please note that depending on your bank or payment provider, it may take an additional 3–5 business days for the refund to appear in your account.
Partial Refunds
Partial refunds may be granted in the following situations:
- Item is returned with minor signs of handling (not pet use)
- Item is missing original packaging but is otherwise unused
🔄 Exchanges
We're happy to exchange items for a different size or color where available. To request an exchange, please contact us at support@euptate.com with your order number and the item you'd like instead. Exchanges are subject to stock availability.
📥 Damaged, Defective, or Wrong Items
We sincerely apologize if you received a damaged, defective, or incorrect item. Please contact us within 7 days of delivery with:
- Your order number
- A clear photo of the item and the issue
We will arrange one of the following at no cost to you:
- ✅ A free replacement sent immediately
- ✅ A full refund to your original payment method
You will not be required to return the damaged item in most cases.
🚚 Return Shipping Costs
| Return Reason | Who Pays Return Shipping? |
|---|---|
| Damaged / Defective / Wrong item | ✅ Euptate covers return shipping |
| Change of mind / No longer needed | Customer is responsible |
| Ordered wrong size / color | Customer is responsible |
We recommend using a trackable shipping service for returns. Euptate is not responsible for items lost in transit during return shipping.
🎁 Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn't marked as a gift at the time of purchase, the refund will be issued to the original purchaser.
📬 Contact Us
Have questions about a return or refund? We're happy to help!
📧 Email: support@euptate.com
⏳ We aim to respond to all enquiries within 24 business hours.