Refund policy

30-Day Returns
You have 30 days after receiving your order to request a return.

To be eligible, the item must be unused, clean (free of pet hair), and in its original packaging, with proof of purchase.

How to start a return
Email us at support@backseatpets.com with your order number and the item you'd like to return. Once we approve your return, we'll email you the return address and instructions on how to send it back.

Please don't send items back without contacting us first – returns sent without approval can't be accepted.

Return shipping
If you changed your mind or ordered the wrong color or size, return shipping is paid by you. We recommend a tracked shipping service, as we can't refund items lost on the way back to us.

Damaged, defective or wrong item
Please check your order on arrival. If anything is damaged, defective or not what you ordered, email us within 7 days of delivery with your order number and a photo. We'll send a free replacement or a full refund – no need to send the item back.

Lost or delayed orders
If your tracking hasn't updated for 10 business days, or your order hasn't arrived within 30 days of shipping, contact us and we'll resend it or refund you in full.

Bundles
Items from a bundle can be returned individually. The refund will be based on the item's share of the bundle price you paid.

Exchanges
The fastest way to get a different item is to return the original and place a new order.

Refunds
Once we receive and inspect your return, we'll email you to confirm. Approved refunds go back to your original payment method within 10 business days. Your bank may need a few extra days to post it.

Order cancellations
You can cancel your order free of charge within 12 hours of placing it by emailing support@backseatpets.com. After that, your order may already be on its way.

European Union customers
If your order is delivered within the EU, you have the right to withdraw from your purchase within 14 days of delivery without giving a reason. The conditions above apply where they don't limit this right.

Questions? Email support@backseatpets.com – we're happy to help.