Return & Refund Policy

At Pello, we want you and your dog to be happy with your order. Please read our return and refund policy below before making a purchase.

1. Return Window

You may request a return within 14 calendar days of receiving your order.

To be eligible for a return, your item must be:

• Unused, clean, and in resellable condition

• Free from dog hair, dirt, odours, stains, or damage

• Returned with its original packaging, tags, and accessories where possible

2. Size Exchanges

If the size is not right, please contact us within 14 days of delivery and we will help arrange a size exchange, subject to stock availability.

When contacting us, please include:

• Your order number

• Your dog’s chest measurement

• The size you ordered

• The size you would like instead

If your requested size is unavailable, we may offer a refund or store credit.

3. How to Start a Return

To request a return, please email us at:

contact@getpello.com

Please include your order number and reason for return. Once your return is approved, we will send you return instructions.

Please do not send items back without contacting us first, as we need to provide the correct return details.

4. Return Shipping

Customers are responsible for return shipping costs unless the item arrives faulty, damaged, or incorrect.

We recommend using a tracked shipping service, as we cannot refund items that are lost on the way back to us.

Original shipping costs are non-refundable unless the item is faulty, damaged, or incorrect.

5. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please contact us within 7 days of delivery with:

• Your order number

• A description of the issue

• Clear photos or videos of the item and packaging

If approved, we will offer a replacement, exchange, or refund depending on the issue.

6. Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method. Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

7. Non-Returnable Items

We cannot accept returns for items that are:

• Used outdoors

• Washed

• Damaged by the customer

• Covered in dog hair, dirt, odours, or stains

• Missing essential parts or packaging

• Returned outside the return window

8. Sale Items and Bundles

Sale items and bundle purchases may still be returned if they meet the eligibility conditions above.

If you return part of a bundle, your refund may be adjusted to reflect the standard price of the items you keep.

9. Cancellations

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

If your order has already been processed or shipped, we may not be able to cancel it. In that case, you can request a return after receiving the item.

10. Contact Us

For returns, exchanges, or refund questions, please contact us at:

contact@getpello.com