Refund & Returns Policy

Return Eligibility

To be eligible for a standard return, an item should generally be:

• Unused
• Clean
• In substantially the same condition in which it was received
• Returned with original packaging where reasonably applicable
• Accompanied by sufficient order information to identify the purchase

All returns are subject to investigation and review before a refund is approved.

Contact us before sending a return so that our team can provide the appropriate return instructions.

Return Window

Return requests must be made within 30 days of delivery.

Requests submitted after the 30-day return period may not be eligible for a return or refund.

Non-Returnable Items

For health, hygiene and safety reasons, the following items are generally not eligible for return after opening or use:

• Opened pet supplements or consumable products
• Used grooming products
• Used or washed bedding
• Used harnesses, leashes or similar pet-wear products
• Used toys
• Products damaged through misuse or improper care

This restriction does not prevent you from contacting us about an item that arrived damaged, defective or incorrect.

Damaged or Incorrect Orders

If your order arrives damaged or you receive an incorrect product, contact OneFour as soon as reasonably possible.

Please provide your order information, a description of the issue and photographs of the product and packaging where useful.

We may investigate the issue before approving a replacement, refund or other appropriate resolution.

Refund Process

After receiving the required information or returned merchandise, OneFour will review the request.

If the return is approved, the refund will normally be issued to the original payment method.

Refund eligibility is determined after investigation and, where appropriate, inspection of the returned product.

Original shipping charges may be non-refundable unless the refund results from an incorrect or damaged order attributable to OneFour.

Refund Processing Time

Approved refunds are normally initiated by OneFour within 5 business days after the return or investigation has been completed.

After we initiate the refund, your bank, card issuer or payment provider may require additional time to post the funds to your account.

Exchanges

Where an eligible replacement is available, OneFour may offer an exchange for an appropriate product.

If a direct exchange cannot be completed, we may process an eligible refund and you may place a new order separately.

Return Shipping

For ordinary returns, customers are responsible for return-shipping costs.

If OneFour confirms that the wrong product was sent or that an order arrived damaged due to an issue attributable to fulfillment or shipping, OneFour may provide or reimburse reasonable return-shipping arrangements as appropriate.

Do not send merchandise without first contacting us for return instructions.

Cancellation

If you need to cancel an order, contact us as soon as possible.

An order may be cancelled only if it has not already entered fulfillment or been shipped.

Once an order has been shipped, cancellation may no longer be possible and this Refund & Returns Policy will apply instead.

Contact Information