Refund policy

Return and Refund Policy

Last updated: July 30, 2026

This policy applies to purchases made through My BFF Pets, operated by GAIA, LLC.

30-Day Return Window

You have 30 days from the delivery date to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging, with proof of purchase.

How to Start a Return

Email mybffpet.store@outlook.com with your order number and a photo of the item. We reply within 2 business days with return instructions and the correct return address.

Do not ship anything back before contacting us. Items sent back without written return authorization cannot be processed or refunded. Do not send returns to our business mailing address.

Items We Cannot Accept

Used or washed grooming tools, mats, and bedding, for hygiene and safety reasons
Items damaged through misuse, or chewed or damaged by a pet
Replacement filters and other consumables once opened
Electrical items returned because the US plug does not fit a non-US outlet — our plug standard is stated on every product page and in our Shipping Policy
Any item requested more than 30 days after delivery

Who Pays Return Shipping

Damaged, defective, or wrong item: we cover return shipping. Your choice of a free replacement or a full refund.
Change of mind: return shipping is the customer's responsibility, and any original shipping charge paid is non-refundable.

Damaged or Defective Items

Please inspect your order promptly after delivery. If anything is damaged, defective, or incorrect, contact us within 7 days of delivery with your order number, a description of the issue, and clear photographs of the product and packaging. Do not discard the product or packaging until the claim has been reviewed.

Exchanges

The fastest way to exchange an item is to return the original and place a new order once your return is accepted.

Order Cancellations

Orders can be cancelled for a full refund within 12 hours of purchase, provided the order has not yet shipped. After that, please use the return process above.

European Union 14-Day Cooling-Off Period

If merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must be in the same condition you received it, unused, and in its original packaging, with proof of purchase.

Refunds

Once we receive and inspect your return, we email you the outcome. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post it. If more than 15 business days have passed since we approved your refund and it still has not appeared, please contact us.

Undeliverable or Refused Packages

If a shipment is returned because it was refused, unclaimed, undeliverable, or addressed incorrectly, any available refund may be reduced by original shipping, return shipping, customs, brokerage, or carrier charges to the extent permitted by law.