SoulCandy & Co Pet Essentials – Store Policy

No Refunds or Returns

Please read product descriptions, dimensions, sizing guides, and specifications carefully before placing your order. SoulCandy & Co Pet Essentials does not offer refunds on any products purchased. Exchanges may be considered where appropriate and are granted solely at the discretion of
the store. To be eligible for an exchange, products must be unused, in their original condition, and returned in their original packaging. Requests for exchanges must be submitted within 7 days of receiving your order.

Incorrect or Damaged Orders

If your order arrives damaged, incorrect, or incomplete, please contact us within 48 hours of delivery with clear photographs of the product, packaging, and shipping label. We will investigate the matter and, where appropriate, arrange an exchange or replacement.

Product Sizing & Suitability

Customers are responsible for reviewing all product descriptions, measurements, and sizing information before purchasing. SoulCandy & Co Pet Essentials cannot be held responsible for incorrect sizing selections or products that do not meet customer expectations where sizing and product specifications were clearly provided.

Product Variations

While we make every effort to accurately display our products, colours, patterns, and materials may vary slightly from images shown on our website due to photography, lighting, screen settings, or manufacturing variations. Such variations do not qualify for exchanges.

Order Cancellations

Once an order has been placed and payment has been received, it may not be cancelled if processing, packaging, or dispatch has already commenced.

Shipping & Delivery

We strive to dispatch orders promptly; however, courier delays, adverse weather conditions, and other external factors remain outside our control. Exchanges will not be granted due to delays caused by third-party courier services.

Customer Responsibility

Customers are responsible for ensuring that all delivery and contact information provided at checkout is accurate and complete. SoulCandy & Co Pet Essentials is not responsible for orders delivered to an incorrect address supplied by the customer.

Contact Us

If you have any questions regarding a product before placing your order, please contact us. We are happy to assist with sizing, product suitability, and general enquiries to help you make the right purchase for your pet.