Refund policy
Our approach
Mobility equipment has to fit. We would far rather help you get the size right before you order, or adjust what you already have, than process a return. Email us before sending anything back and there is a good chance we can solve it.
Return window
You may request a return within 30 days of delivery. Return requests made after this window may be refused, or accepted at our discretion.
Condition of returned items
- Items must be unused, or used only for indoor test fitting on a clean surface
- All original parts, fixings, straps and printed guides must be included
- Original packaging should be used where possible
- Items showing outdoor use, soiling, hair, odour or wear may be refused or subject to a reduction in refund
Items we cannot accept
- Custom or made to measure items, unless faulty
- Hygiene sensitive items, unless unopened and still sealed
- Gift cards
- Items returned without a return authorisation
Exchanges for the wrong size
If the size is wrong, contact us with photographs of your dog wearing or standing in the product before returning it. Most fit problems are adjustment rather than sizing, and we can usually resolve them over email. Where an exchange is needed we will arrange it and confirm who covers return shipping.
How to start a return
- Email help@thepetmobilitystore.com with your order number and the reason for the return.
- We will reply with a return authorisation and the return address.
- Pack the item securely and include the authorisation reference.
- Send it using a tracked service and keep proof of postage.
Return shipping costs
Where an item is faulty, damaged on arrival, or we sent the wrong item, we cover return shipping. Where you are returning for another reason, including a change of mind, return shipping is your responsibility, and any outbound shipping cost is not refunded.
Refunds
Once we receive and inspect the return we will email you to confirm the outcome. Approved refunds are issued to the original payment method within 5 to 10 business days. Your bank or card issuer may take additional time to show the funds.
Faulty items and warranty
If an item develops a fault, contact us with photographs and a description. Manufacturing faults are covered for the manufacturer's warranty period stated on the product page. This does not affect your statutory rights under applicable US state or federal law.
Cancellations
You may cancel an order before it is dispatched for a full refund. Once dispatched, our returns process applies.
Contact
Returns questions: help@thepetmobilitystore.com, 1125 Grand Concourse, Bronx, NY 10452, United States.