Returns

Refund and Cancellation Policy

At Sandys Friends, we want to ensure you are fully satisfied with your purchase. While most products on our website are eligible for return or exchange, please read through our policy to confirm whether your product qualifies.

Return Eligibility

To be eligible for a return, the product must be in the same condition you received it — unworn, unused, with tags, and in its original packaging. Additionally, you will need to provide proof of purchase (digital or physical).

Non-returnable Items

For hygiene and safety reasons, returns or exchanges are not accepted for the following categories unless the product is damaged or defective upon receipt:

Food and treats

  • Bedding, Mats Travel Supplies
  • Food and treats
  • Cat litter
  • Health and wellness products
  • Grooming supplies
  • Bowls Feeders
  • Toys

If a product includes multiple items (e.g., a combo pack), returns will only be accepted for unopened units. For example, if you purchase a pack with 12 items and 11 remain unopened, returns will not be accepted for those 11 items.
Please check the individual product page to see if returns are allowed for that particular item.

How to Initiate a Return or Exchange

If you wish to initiate a return, please contact us at support@sandysfriends.com or
call us at 1800-123-4567.

Order Cancellation

You may cancel any order before it is dispatched. After dispatch, cancellation requests will not be processed. To cancel your order, simply email us at support@sandysfriends.com or call us at 1800-123-4567.
We reserve the right to cancel any order at our discretion, including orders where the quantities appear to exceed personal use limits or if we suspect the order is not for personal use. You will be notified of the cancellation via email or SMS.

Damages or Issues with Your Order

Please inspect your order immediately upon receipt. If your item is defective, damaged, or incorrect, or if you suspect your order was lost in transit, contact us within 10 days. We’ll work quickly to resolve the issue.

Refunds

Once we’ve received and inspected the returned item, we’ll notify you about the approval or rejection of your refund. If your refund is approved, the amount will be credited back to your original payment method. Please note that processing times may vary depending on your bank or credit card provider.

Teleconsultation Appointment Cancellation

If you’ve booked a teleconsultation appointment with a veterinarian, you may cancel the appointment up to 1 hour before the scheduled time.
If the veterinarian or consultant needs to cancel due to unforeseen circumstances, we’ll notify you in advance. You can then either reschedule or request a full refund.
For cancellations made at least 1 hour before the appointment, we will refund the amount paid to your original payment method. However, if you miss the appointment without canceling in advance, no refund will be issued.
For questions regarding returns, cancellations, or any other policy details, feel free to
reach out to us at support@sandysfriends.com.

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specific to your pet shop, Sandys Friends.