Returns and Refunds Policy

Change of Mind

We totally understand that plans change. You can easily cancel your order within 12 hours after placing it. Simply contact our friendly support team at customercare@equilibriumpet.com within this timeframe to cancel or request any changes (such as size or variant).

Returns Within 30 Days

If you decide a product isn't quite right, we accept returns within 30 days of delivery. Items must be unused, with original tags attached, and in the original packaging. You'll also need proof of purchase or your receipt.

To initiate a return, simply reach out to us at customercare@equilibriumpet.com. We’ll guide you through the easy steps. Please note, items returned without prior confirmation won't be accepted.

You will be responsible for the cost of return shipping. Once your return is approved, you'll receive a store voucher for the purchase amount minus the cost of return shipping, which will be deducted from your refund.

Returns After 30 Days

We do not offer returns or refunds on purchases after 30 days from delivery.

Damaged or Incorrect Items

Your satisfaction matters deeply to us. Please inspect your order upon receiving it. If the product is defective, damaged, or incorrect, contact us immediately at customercare@equilibriumpet.com, and we’ll promptly resolve the issue.

Lost or Stolen Orders

Equilibrium Pet does not accept responsibility for items confirmed as delivered but reported as lost or stolen. We are unable to issue refunds or replacements in these cases.

Exchanges

The quickest way to exchange an item is to return the original product (following our return process) and then place a new order for the desired item.

Processing Refunds

We’ll notify you as soon as we receive and inspect your return. Refunds to your original payment method are only available for cancellations within 12 hours of order placement or for damaged or incorrect items. For returns within 30 days for change of mind, your refund will be issued as a store voucher, minus the cost of return shipping. Please note that processing times for refunds to appear may vary depending on your bank or financial institution.

Need assistance or have questions? Our empathetic customer support team is here to help at customercare@equilibriumpet.com.