Return Policy

Important Information

  • You have 30 days from the date of delivery to return your items.
  • Refunds are processed within 14 days after receiving your return.
  • No restocking fees will be charged.
  • Return shipping costs are the responsibility of the customer.
  • Exchanges are accepted.
  • This return policy is subject to our Terms of Service.

Return Procedure

You have 30 days from the delivery date to return your items. After this period, returns will no longer be accepted.

Eligibility requirements

Items must be returned:

  • Unused and in their original condition
  • Free from pet hair, dirt, or signs of use
  • In the original, undamaged packaging
  • Complete with all included accessories or parts

How to return an item

  1. Contact us — Email support@pepperandotis.com with your order number and reason for return.
  2. Await approval — We'll review your request and send return instructions within 2 business days.
  3. Pack your item — Securely package the item in its original packaging with all accessories included.
  4. Ship it back — Use a reliable carrier and send the package to the address provided in our return instructions. Return shipping costs are the responsibility of the customer.
  5. Receive your refund within 14 days after arrival — Once we receive and inspect the item, your refund will be processed. No restocking fees apply.

    Returns sent to our warehouse without prior approval will be denied and are not eligible for a refund.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned once opened or used:

  • Pet food, treats, and supplements
  • Grooming products (shampoos, brushes, etc.) once opened
  • Personalised or custom-made items

If an item shows clear signs of use — such as chew marks on toys, fur or odour on beds, or wear on leashes and harnesses — it will not be accepted for return.

Refunds

Once your return has been received and inspected, you will receive a refund within 14 days using the original payment method.

If you experience any delays or issues, please contact us at: support@pepperandotis.com

Exchanges

Not fully satisfied with your purchase? No problem.

Whether it’s the wrong size bed, a toy your pet didn’t take to, or a harness that doesn’t fit quite right — please contact us at support@pepperandotis.com and let us know what you’d like to exchange and why. We’ll do our best to find the perfect match for your pet.

Cancellations

To cancel your order, please email support@pepperandotis.com as soon as possible.

Once your order has been processed, it can no longer be cancelled.

Damaged or Incorrect Orders

If you have received an incorrect or damaged item, please take clear photographs and send them to support@pepperandotis.com, along with your order number.

We will resolve the issue as quickly as possible and sincerely apologise for any inconvenience caused.

Customer Service

Monday – Friday: 9:00 AM – 5:00 PM (EST)
Saturday & Sunday: 10:00 AM – 5:00 PM (EST)

Contact Information

Shop Name: Pepper & Otis
Company Name: Revado E-Commerce
KvK Number: 90189876
Address: Clarissenhof 478, 5041RZ Tilburg, Netherlands
Phone: +17712133324
Email: support@pepperandotis.com