Returns & Exchanges Policy

You can return your purchase for an exchange or refund within 7 days of receiving your delivery.  After 7 days’ timeframe, unfortunately we cannot provide you a return or exchange. To be eligible for a return under Henlo Pets’ Returns & Exchanges Policy, the item must be in the same condition that you received it, unworn or unused, with tags attached and in its original packaging. 

Exchanges

  • Items exchange will only be approved if you are requesting a different size. Please review your order carefully before checking out, as exchange for different colour, types, variants & quantities are not allowed. For wearable apparels, please remove any pet hairs or stains before returning, as we may charge a cleaning fee to restore the item to a resaleable condition. Exchanges are subject to the availability of the stock. We cannot guarantee the requested item(s) will be in stock.

Excluded Products

For health and hygiene reasons, we do not accept the return for the following products:

  • Balms
  • Grooming products
  • Foods & treats
  • Personal care products
  • Towels
  • Wipes
  • Earrings
  • Hats

Refunds

  • After we receive and inspect your returned item, we will notify you via email with the approval or rejection of the refund. If your refund request is approved, your refund will be automatically proceed. (The decision to issue a refund or store credit will be made on a case-by-case basis, depending on the circumstances of the return)
  • Refunds will be processed back to the original payment method used at the time of purchase. Please allow up to 5 business days for the refund to be processed and reflected on your account. A refund confirmation will be sent to you via email.
  • Please note that refunds and exchanges will not be offered if items have been intentionally damaged. We use an integrated recording system to snap pictures of the orders before leaving our warehouse. If the item you purchased goes on sale after your purchase, we are unable to price adjust the difference between the original and sale price. We apologise for any disappointment this may cause. 

Shipping

  • Customers are responsible for the cost of return shipping. We encourage you to include a tracking number with your return via courier so we can track your return. If you are returning a higher value item, you should consider purchasing a shipping insurance.
  • Shipping costs are non-refundable. For any exchange of size, you will be required to pay a return postage fee of $8.99 for us to ship the exchange item(s) back to you.

Clearance items and Gift Card

  • Clearance items and Gift Card are not eligible for refund, return or exchange.