Refund policy

Last updated: September 23, 2026

We want you to feel confident when shopping with GleamPet. This policy explains when an item may be returned and how refunds are handled.

1. Return Period

We accept eligible return requests submitted within 14 calendar days after the order is delivered.

To request a return, email gleampet@outlook.com before sending the item back. Please include your order number, the reason for the return and, where applicable, clear photographs showing the item’s condition.

Items returned without prior authorization may not be accepted.

2. Return Eligibility

To qualify for a return, the product must be:

  • Unused and unworn

  • In its original condition

  • Free from pet hair, odors, stains, scratches and other signs of use

  • Returned with its original tags, accessories and packaging

  • Accompanied by proof of purchase

GleamPet reserves the right to refuse a return that does not meet these conditions, subject to applicable consumer protection laws.

3. Custom and Personalized Products

Custom-made, personalized and made-to-order products cannot be returned or exchanged because they are created specifically for the customer.

This restriction does not apply if the product arrives damaged, defective, incorrect or materially different from the approved customization details.

4. Damaged, Defective or Incorrect Items

Please inspect your order promptly after delivery.

If your item arrives damaged, defective or incorrect, contact gleampet@outlook.com as soon as possible. Include:

  • Your order number

  • A description of the problem

  • Clear photographs or video of the product and packaging

After reviewing the information, we may offer a replacement, repair, partial refund, full refund or another appropriate solution.

Do not discard the product or packaging until we have completed our review.

5. Non-Returnable Items

The following items cannot be returned unless they arrive damaged, defective or incorrect:

  • Custom or personalized products

  • Items showing signs of wear or use

  • Items damaged through misuse, improper care or unsupervised pet activity

  • Gift cards

  • Items clearly marked as final sale before purchase

6. Return Shipping Costs

For returns caused by a change of mind, an incorrect size selection or another reason unrelated to a product defect, the customer is responsible for return shipping costs.

If we confirm that an item arrived damaged, defective or incorrect, GleamPet will provide an appropriate solution and cover reasonable return shipping costs when a return is required.

Original shipping charges, expedited shipping charges, customs duties and import taxes are generally non-refundable unless required by applicable law or the return is caused by our error.

7. Return Address

Approved returns must be sent to the return address provided in our return authorization instructions.

Our return facility may be located in China. Please do not return an item to the address printed on the shipping package unless we specifically instruct you to do so.

Customers are responsible for using a trackable shipping service for customer-paid returns. GleamPet is not responsible for unauthorized returns or returned packages lost in transit.

8. Exchanges

We do not offer automatic exchanges.

The fastest way to receive a different product or size is to request an eligible return and place a new order after the return has been approved.

9. Refunds

We will notify you after receiving and inspecting your return.

If approved, the refund will be issued to the original payment method within 10 business days. Your bank, card issuer or payment provider may require additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, contact gleampet@outlook.com.

10. European Union and United Kingdom Customers

Customers in the European Union or United Kingdom may have additional cancellation or withdrawal rights under applicable law.

These rights may not apply to custom-made or clearly personalized products. Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded.

11. Contact Us

For questions about returns, damaged products or refunds, contact:

Email: gleampet@outlook.com