Refund policy

Return & Refund Policy

We want you to be happy with your purchase from Open Surf Pet. If you are not satisfied with your order, you may request a return within 14 days of delivery.

To be eligible for a return, items must be unused, undamaged, and returned in their original packaging where possible. Please contact us before sending any item back. Returns sent without prior authorization may not be accepted.

For returns due to a change of mind, customers are responsible for return shipping costs. If an item arrives damaged, incorrect, defective, or missing parts, please contact us within 7 days of delivery and include clear photos or videos. After review, we will provide an appropriate resolution, such as a refund or replacement.

Once your return is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method. Please allow 5–10 business days for your bank or payment provider to process the refund.

Items that have been used, damaged, are missing parts, or do not meet the return conditions may not be eligible for a refund. Final-sale, clearance, and customized items may be non-returnable when stated on the product page.

To request a return, please contact us through the store contact page or the contact details in your order confirmation. Include your order number, name, and a brief description of the issue.