Return & Refund Policy

Last updated: July 2026

Welcome to Thuras Pet Store.

At Thuras Pet Store, customer satisfaction is our priority. This Return & Refund Policy explains your rights and our procedures regarding returns, exchanges, and refunds.

1. Return Window

You may request a return within 30 calendar days after receiving your order.

After this period, we may be unable to process a return or refund unless otherwise required by applicable law.

2. Eligibility

To qualify for a return, the item must:

• Be unused and unworn;

• Be in its original condition;

• Include the original packaging;

• Include all tags, accessories and manuals (when applicable);

• Be accompanied by proof of purchase or order confirmation.

Returns that do not meet these conditions may be refused.

3. How to Request a Return

To request a return, please contact:

thurasfashion@gmail.com

Please include:

• Order number;

• Full name;

• Reason for the return;

• Photos of the item if applicable.

Once your request has been reviewed, we will provide return instructions.

Thuras Pet Store operates exclusively as an online e-commerce business and does not maintain a physical retail location or customer service office. All returns must be authorized by our support team before any item is shipped back.

Unauthorized returns may be refused.

4. Damaged, Defective or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive:

• a damaged item;

• a defective item;

• the wrong item;

• a missing item;

please contact us within 7 days of delivery.

We will review the issue and provide an appropriate solution, including replacement, refund, or reshipment when applicable.

5. Non-Returnable Items

The following items are generally not eligible for return:

• Pet food;

• Perishable goods;

• Plants;

• Flowers;

• Personalized products;

• Custom-made products;

• Personal care products;

• Hazardous materials;

• Flammable liquids;

• Gases;

• Gift Cards;

• Clearance or sale items unless defective.

If you have questions regarding a specific product, please contact us before purchasing.

6. Exchanges

We do not offer direct exchanges.

If you would like a different item, please request a return (if eligible) and place a new order.

7. European Union 14-Day Cooling-Off Period

Customers located within the European Union may cancel or return eligible purchases within 14 days in accordance with applicable consumer protection laws.

Returned items must remain:

• unused;

• in original packaging;

• with all tags attached;

• accompanied by proof of purchase.

8. Refunds

Once your returned item has been received and inspected, we will notify you regarding the approval or denial of your refund.

Approved refunds will be issued to your original payment method.

Refund processing generally takes up to 10 business days, although additional processing time may be required by your bank or payment provider.

If more than 15 business days have passed after approval, please contact:

thurasfashion@gmail.com

9. Return Shipping Costs

If the return results from:

• our error;

• a defective product;

• shipping damage;

• an incorrect item;

Thuras Pet Store will cover the return shipping costs.

For returns requested due to customer preference or change of mind, return shipping costs may be the customer's responsibility unless otherwise required by applicable law.

10. Contact Information

Thuras Pet Store

Website:
thurasstore.myshopify.com

Email:
thurasfashion@gmail.com

Thuras Pet Store operates exclusively as an online e-commerce business and does not maintain a physical retail location for customer visits or in-person service.