Refund policy
Our return window You may return any item within 30 days of the delivery date.
Condition the item must be in Items must be returned unused, undamaged, and in the original packaging, with all accessories and parts included. For hygiene reasons, we cannot accept returns on grooming tools, brushes, or feeders that have been used and cannot be resold.
Who pays return shipping If the item arrived damaged, defective, or was the wrong item — we pay. Email us and we will send you a prepaid return label or arrange a replacement. If you changed your mind or ordered the wrong size — you pay return shipping. We recommend a tracked service, as we cannot refund items that go missing in transit.
How to start a return
- Email support@gate16.shop with the subject line "Return — [your order number]"
- Tell us which item and why
- We will reply within one business day with return instructions and the shipping address
- Ship the item back and send us the tracking number
How refunds are processed Once we receive and inspect the returned item, we will notify you by email. Approved refunds are issued to your original payment method within 5–10 business days. Your bank may take a further 3–5 business days to post the credit.
Returns that arrive damaged or incomplete If a returned item reaches us damaged, used, or missing parts, we reserve the right to refuse the refund or issue a partial refund based on the item's condition.
Return-to-sender Orders returned to us because of an incorrect or undeliverable address will be refunded minus the original shipping cost.
Damaged on arrival Contact us within 7 days of delivery with a photo. We will replace the item or refund you in full — you will not be asked to pay return shipping for our mistake.