Return and refund policy

Return & Refund Policy

At Turebewell™, we want every customer to shop with confidence. If something isn't quite right with your order, we're here to help. This policy explains the requirements and procedures for returns, exchanges, and refunds.

1. Return Window

Most items purchased from Turebewell™ may be returned within 30 calendar days after the delivery date.

To qualify for a return, the item must:

  • Be unused and in its original condition

  • Include all original packaging, accessories, and inserts

  • Show no signs of excessive wear, damage, or misuse

  • Be accompanied by proof of purchase or your order confirmation

Products that do not meet these requirements may not be eligible for a refund.

2. Requesting a Return

Before sending any item back, please contact our customer support team for return authorization.

Email: service@turebewell.com

Once your request has been reviewed, we'll provide:

  • Return instructions

  • The appropriate return address

  • Any additional information needed to complete the process

Please do not return products without prior authorization, as unauthorized returns may be refused.

3. Items Arriving Damaged or Incorrect

We carefully inspect every order before shipment, but if your package arrives damaged, defective, or you receive the wrong item, please notify us as soon as possible.

To help us resolve the issue quickly, please include:

  • Your order number

  • Clear photos of the product

  • Photos of the shipping package and shipping label

  • A brief description of the issue

We'll review your request and provide an appropriate solution, which may include a replacement, exchange, or refund.

4. Non-Returnable Products

For health, hygiene, and safety reasons, certain products cannot be returned.

These may include:

  • Personalized or customized items

  • Pet consumables, treats, or food products

  • Opened hygiene or grooming products

  • Items showing signs of use beyond normal inspection

  • Clearance, final sale, or promotional items marked as non-returnable

  • Gift cards and digital products

If you're unsure whether your purchase qualifies, please contact us before initiating a return.

5. Exchanges

We currently do not process direct product exchanges.

If you'd like a different item, we recommend:

  1. Requesting a return for the original product (if eligible).

  2. Placing a new order for the item you wish to purchase.

This helps ensure the fastest possible service.

6. European Union Customers

For orders delivered to countries within the European Union, customers may have the legal right to withdraw from their purchase within 14 days of receiving the goods.

To qualify:

  • The product must remain unused.

  • Original packaging should be retained whenever possible.

  • Proof of purchase is required.

Statutory consumer rights under applicable EU laws remain unaffected by this policy.

7. Refund Processing

After your returned item is received and inspected, we'll notify you of the outcome by email.

If your refund is approved:

  • The refund will be issued to your original payment method.

  • Processing generally takes up to 10 business days after approval.

  • Your financial institution may require additional processing time before the funds appear in your account.

If you haven't received your refund within 15 business days after approval, please contact our support team for assistance.

8. Return Shipping

Return shipping instructions will be provided after your return request has been approved.

In some situations, customers may be responsible for return shipping costs unless the return is the result of:

  • A defective product

  • Shipping damage

  • An incorrect item sent by Turebewell™

Any approved return shipping label, when applicable, will be provided by our support team.

Need Assistance?

If you have any questions about returns, refunds, or warranty-related issues, we're always happy to help.

PetSmart

📍 Address: 2568 W Commonwealth Ave, Alhambra, CA 91803, United States

📞 Phone: +1 (626) 284-3390

📧 Email: service@turebewell.com

Thank you for choosing Turebewell™. We value your trust and are committed to providing dependable products and responsive customer support whenever you need us.