Refund policy
Return & Refund Policy
Last updated: October 30, 2026
At AlternaPets, we want you and your pets to have a great shopping experience. We offer a 30-day return request period for eligible products, subject to the conditions outlined below.
30-Day Return Policy
You have 30 days from the date your order is delivered to request a return.
To qualify for a standard return, your item must be unused, in its original condition, and in its original packaging, with any applicable tags, accessories, and documentation included. Proof of purchase or an order number is required.
Return eligibility may vary depending on the product, supplier requirements, health and safety considerations, and applicable law.
Returns must be requested and approved before items are shipped back. Unauthorized returns may not be accepted.
Food, Treats & Other Consumable Products
Unopened and unused consumable products, including pet food, treats, snacks, supplements, and similar products, may qualify for a return when requested within 30 days of delivery.
To be considered for a standard return, consumable products must remain in their original, intact, sealed packaging.
Eligibility is subject to product-specific health and safety restrictions, supplier return policies, and applicable law. Not every unopened consumable is necessarily eligible for return.
Opened, used, or unsealed consumables are not eligible for ordinary change-of-mind returns.
If a consumable product arrives damaged, defective, incorrect, expired, or otherwise fails to meet applicable consumer-protection requirements, please contact our Support Team so we can review the appropriate resolution. These circumstances are evaluated separately from ordinary return eligibility.
Non-Returnable & Final Sale Items
Certain products are not eligible for standard change-of-mind returns, including:
- Opened or used consumable products.
- Customized, personalized, or made-to-order products.
- Gift cards and donations.
- Products specifically identified as Final Sale at the time of purchase.
- Products subject to applicable hygiene or health-related return restrictions.
- Hazardous materials, flammable liquids, gases, and other products that cannot legally or safely be returned.
These exclusions do not limit any rights or remedies available under applicable law, including those relating to defective, damaged, incorrect, or misrepresented products.
If you are uncertain about a particular product’s eligibility, please contact us before purchasing.
Damaged, Defective, Incorrect or Expired Products
Please inspect your order when it arrives.
If an item is damaged, defective, incorrect, expired, or missing components, contact our Support Team as soon as reasonably possible at customers@alternapets.com.
Include your order number, a description of the issue, and photographs when available.
We will review the circumstances and work with the relevant supplier to determine an appropriate resolution, which may include replacement, exchange, refund, or another remedy required by applicable law.
How to Request a Return
To begin a return, contact customers@alternapets.com with your order number and the item you would like to return.
Our Support Team will review your request, confirm eligibility, and provide instructions for the next steps.
Because AlternaPets works with multiple manufacturers and fulfillment partners, approved returns may need to be shipped directly to the relevant supplier rather than to AlternaPets.
If your return is approved, we will provide the appropriate return destination, shipping instructions, and a return shipping label when applicable. Any applicable return-shipping responsibilities or charges will be communicated before you send the item.
Please do not ship products to our business mailing address or to a manufacturer without receiving return authorization.
Exchanges
Exchange availability depends on the product and the fulfillment partner.
If you would like a different product, size, or variation, please contact our Support Team to determine whether an exchange is available.
In some cases, the simplest option will be to return the eligible original item and place a separate order for the replacement.
Refunds
Once an eligible return has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method, generally within 10 business days of approval. Your bank or payment provider may require additional time to process and post the funds.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact customers@alternapets.com.
European Union Consumer Rights
For orders delivered within the European Union, customers may have a statutory 14-day right to withdraw from eligible distance purchases without providing a reason.
This right applies independently of our standard return policy and is subject to the exceptions and requirements provided by applicable law, including certain exceptions for sealed goods that have been unsealed for health or hygiene reasons.
Nothing in this policy limits statutory cancellation, refund, or consumer-protection rights available in the customer’s jurisdiction.
Contact Us
For questions about returns, refunds, exchanges, or product eligibility, please contact:
AlternaPets
Operated by AlternaGoods LLC
Email: customers@alternapets.com
Phone: +1 (929) 900-4311
We are committed to resolving customer concerns fairly, transparently, and in accordance with applicable consumer-protection laws.