Customer care policy

Refund policy

A clear review process for unopened items, hygiene limitations, order problems, returns, replacements, and approved refunds.

Last updated October 24, 2026.

Start a request

Contact Pet Gentleman at contact@petgentleman.com within 30 days of delivery with the order number and checkout email. Explain the reason for the request before sending any item back.

Unopened and unused items

An unopened, unused item in its original condition may be eligible for return after support reviews the request and provides instructions.

Opened or used hygiene items

Because saline ampoules, finger wipes, swabs, brushing aids and toothbrushes are personal hygiene items, opened or used products are not normally returnable. This limitation does not prevent review of an item that arrived damaged, defective, or incorrect.

Damaged, defective, or incorrect items

Send clear photos, the order number, checkout email, and a description of what arrived. Keep the product and packaging until support confirms the next step.

Return instructions

Do not mail an item without return authorization or instructions. Support will explain whether shipment is required and how the return should be addressed.

Return shipping

Customers arrange and pay for return shipping for ordinary returns. Pet Gentleman covers return shipping for items that arrived damaged, defective, or incorrect. Contact support before buying postage or mailing an item; we will provide the return instructions.

Approved refunds

Approved refunds are processed within 7 business days and sent to the original payment method when possible. Banks and payment providers control how long a processed credit takes to appear.

Exchanges and replacements

When appropriate and available, support may offer a replacement or other resolution for an incorrect, damaged, or defective item.

Order cancellation

Contact support as soon as possible. Cancellation cannot be guaranteed after fulfillment or shipment has started.

The 28-Day Adaptation Plan

The 28-Day Adaptation Plan included with Standard and Premium kits has no separate cash value. You can unsubscribe from the plan emails at any time without returning a physical product.