Refund policy

Return Policy

Thank you for your purchase. We want you to be confident in your order, and we've outlined our return process in full below. Please read carefully before purchasing, as all sales are subject to these terms.

Return Window

You have 30 calendar days from the delivery date (as confirmed by the carrier's tracking timestamp) to submit a return request by email. Requests submitted after 11:59 PM Eastern Time on the 30th day cannot be accepted.

All returns require pre-approval. Do not ship any item back to us before receiving a Return Authorization Code (RAC). Packages sent without a valid, unexpired RAC will be refused or returned to you.

Eligibility Requirements

To qualify for a return, your item must meet all of the following:

  • Liquid bottles must be unopened and sealed. For health and safety reasons, we cannot accept or resell any liquid bottle once the factory seal is broken, the volume is reduced, or there is any sign of leakage. Opened liquid bottles are final sale.
  • The diffuser unit must be unused. It must not have been filled, plugged in, or operated. Units showing liquid residue in the reservoir or signs of use are not eligible.
  • Original packaging must be returned in good condition with all inserts included.
  • Proof of purchase (order number) must be provided with your return request.

How to Start a Return

Email us at MyPetEase@outlook.com with the subject line:

RETURN REQUEST - [YOUR ORDER NUMBER]

Include the following:

  1. Your order number.
  2. Clear photos of the item showing the unopened seal, all sides of the box, and the diffuser unit.

If approved, you'll receive a Return Authorization Code (RAC) and shipping instructions. You must ship the package within 7 business days of receiving your RAC, or it will expire.

Return Shipping

Customers are responsible for all return shipping costs. We recommend a trackable, insured shipping method, as we are not responsible for returns lost or damaged in transit. Original shipping charges are non-refundable.

Restocking Fee

A 15% restocking fee applies to all approved returns to cover inspection and repackaging.

Refunds

Once your return is delivered to our facility, please allow up to 10 business days for inspection. If approved, your refund will be issued to your original payment method, minus the restocking fee and any non-refundable shipping charges.

Refunds may take additional time to post depending on your bank or card issuer. If more than 15 business days have passed since we confirmed your approved refund and you haven't received it, contact us with your RAC and tracking number.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery with your order number and clear photos. If confirmed, we will replace the item or cover return shipping at our discretion. Photo documentation is required to process these claims.

Non-Returnable Items

The following are final sale and cannot be returned:

  • Any opened, used, tampered-with, or leaking liquid bottle.
  • Any diffuser that has been filled, plugged in, or used.
  • Sale, clearance, and promotional bundle items.
  • Gift cards.

Exchanges

We do not process direct exchanges. To get a different item, return your eligible item following the steps above and place a new order separately.

Contact

Questions about this policy or your order? Email MyPetEase@outlook.com. Please allow 1–2 business days for a reply.

By placing an order with MyPetEase, you acknowledge that you have read and agree to this Return Policy. This policy does not affect any rights you have under applicable consumer protection laws.