Returns & Refunds Policy
At Sentry Bark, customer satisfaction is our top priority. We stand behind the quality of our pet products and want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we offer a transparent and fully compliant return policy in accordance with United Kingdom consumer protection laws.
1. The 30-Day Return Window
You have a guarantee period of 30 days from the exact calendar date your package was marked as delivered by the carrier to request a return or exchange. If 30 days have gone by since your delivery, we unfortunately cannot offer you a refund or product exchange.
2. Eligibility Criteria for Returns
To ensure a successful return process, all items must meet the following strict conditions upon inspection:
• The product must be completely unused, unworn, and unwashed.
• The item must be in the exact same condition that you received it.
• The item must remain in its original factory packaging with all protective materials, instruction manuals, and original tags fully intact.
• Proof of purchase (such as your Shopify order number or digital receipt) must be provided.
3. Non-Returnable Items
For hygiene and safety reasons regarding pet health, the following items cannot be returned:
• Perishable goods (such as pet food, supplements, or treats).
• Personalized or custom-made items.
• Items purchased during clearance or marked as "Final Sale".
4. How to Initiate a Return Process
Please do not send your purchase back to the manufacturer or the address listed on the shipping label. All returns must follow our centralized process:
• Step 1: Send an explicit return request email to support@sentrybark.com stating your order number and the reason for the return.
• Step 2: Our customer care team will review your request within 24–48 hours. If approved, we will issue a Return Merchandise Authorization (RMA) number along with the exact shipping address of our regional returns warehouse.
• Step 3: Package the item securely and ship it back using a trackable courier service.
5. Return Shipping Costs and Responsibilities
Responsibility for shipping fees depends entirely on the nature of the return:
• Customer Remorse (Change of mind, incorrect size selection, or color preferences): The customer is entirely responsible for arranging and paying for their own return shipping costs. Shipping costs are non-refundable.
• Defective, Damaged, or Incorrect Items: If a product arrives damaged or if you receive the wrong item due to our error, please take clear photographs of the issue and contact us immediately at support@sentrybark.com. In these verified cases, Sentry Bark will cover 100% of the return costs or issue a free replacement immediately.
• Restocking Fees: Sentry Bark does not charge any restocking fees or hidden handling fees for processed returns.
6. Inspection and Refund Processing
• Inspection: Once your return package is delivered to our warehouse, it will be inspected by our quality control team within 3 business days. We will send you an email notifying you that we have received your returned item and whether your refund has been approved or rejected based on its condition.
• Approved Refunds: If approved, your refund will be processed immediately. A credit will automatically be applied to your original credit card or original method of payment within 5 to 7 business days.
• Delayed Refunds: If you haven't received your refund yet, first check your bank account or contact your credit card company, as it may take some processing time before your refund is officially posted.
Customer Support & Inquiries:
For any questions regarding returns, refunds, or cancellations, please contact us at:
Email: support@sentrybark.com