Refund policy
30-Day 100% Satisfaction Guarantee | Clear Claim Steps | Support by Email and WhatsApp
Cassiel Pet combines confidence in its products with a real 30-Day 100% Satisfaction Guarantee. Opened, used or partially consumed products may still qualify; the process below explains the evidence to provide, whether a physical return is needed and when an approved refund is issued.
30-Day 100% Satisfaction Guarantee — Because Your Pet's Health Is Our Priority
At Cassiel Pet, we stand behind every product we make — because they're made with the same care and scientific rigor we'd want for our own pets. Our GMP-certified manufacturing, government-approved formulas, and university-backed research mean we are confident in what we ship to you.
But confidence doesn't mean inflexibility. If something isn't right, we will make it right.
That's our promise — and it's backed by our 30-Day 100% Satisfaction Guarantee.
Where the order was placed matters: Requests for purchases made on cassielpet.com are handled directly by Cassiel Pet. Amazon, TikTok Shop, Shopee, Lazada and other marketplace orders normally use the return and payment workflow of that platform, while Cassiel Pet support can help identify product or seller information.
Our 30-Day 100% Satisfaction Guarantee
For an original purchase made through cassielpet.com or a verified official Cassiel Pet storefront, contact us within 30 days of the purchase date if you are not completely satisfied. Opened, used or partially consumed products may still qualify.
Provide proof of purchase and a short explanation of the concern. To understand product performance, safety, authenticity or delivery issues, our team may request photographs of the package, batch or lot information, the product condition and relevant use details.
When a request is approved under this guarantee, Cassiel Pet will refund 100% of the affected product purchase price to the original payment method. Original shipping charges, optional shipping insurance, duties and gift-card value are not refundable unless Cassiel Pet made an error or applicable law requires otherwise.
For safety and efficient resolution, do not mail an opened or used product unless our support team specifically requests a physical return. A refund may be approved without requiring the product to be shipped back.
Return & Exchange Eligibility
The guarantee and return process apply when:
- The request is initiated within 30 days of the original purchase date
- The request is made by the original end-user purchaser
- Proof of purchase is supplied, such as an order number, receipt or confirmation email
- The product was evaluated in good faith and used consistently with the label, product-page directions and relevant safety warnings
- The customer contacts support before sending any physical return
Opened, used, partially consumed or no-longer-intact external packaging does not automatically disqualify a satisfaction claim. If an exchange is preferred, fulfilment remains subject to stock availability; when an approved replacement is unavailable, a refund will be issued instead.
Requests Not Covered by the Guarantee
The following requests are not eligible unless applicable law requires a different result:
- Requests made more than 30 days after the original purchase date
- Purchases for which the customer cannot provide reasonable proof of purchase
- Products bought from an unauthorized or unverifiable third-party reseller
- Deliberate misuse, tampering, fraud, abuse of the guarantee or use contrary to clear label warnings
- Original shipping charges, optional shipping insurance, duties, gift cards or promotional value, except where Cassiel Pet made an error
A request is not rejected merely because the product has been opened, used or partially consumed. Contact support first so the safest and fastest resolution can be determined.
How to Submit a Return or Exchange — Step by Step
Step 1 — Contact Us Log in to your Cassiel Pet account and visit our Contact Us page to submit a return or exchange request. Please include:
- Your order number
- Purchase date
- Where you purchased (cassielpet.com or authorized dealer)
- Reason for return or exchange
- Photos if the item is damaged or incorrect
You can also reach us directly:
- 📧 Email: support@cassielpet.com
- WhatsApp / Phone: +1 (208) 502-0067
Step 2 — Receive Authorization After submitting your request, you will receive a return authorization and warehouse address by email within 48 hours. Do not ship your return before receiving this authorization — unauthorized returns will not be processed.
Step 3 — Ship the Package Only If Requested If support requires a physical return, follow the product-specific safety and packing instructions in the authorization email. Unopened items should be protected in their original external packaging when available; opened or used products must not be mailed unless the team provides explicit return instructions. After shipping, please provide us with:
- Tracking number
- Carrier / delivery company name
Note: We do not accept freight-collect (COD) packages. Packages sent without tracking information may experience delays in processing.
Step 4 — Receive Your Refund or Exchange
- Refunds: Processed to your original payment method within 7–15 business days after your returned package is received and inspected
- Exchanges: Exchange order shipped within 3 business days after your return is received and stock is confirmed
- You will receive an email confirmation once your refund or exchange has been processed
Order Cancellation Policy
Cancellation within 24 hours of purchase: Submit a cancellation request within 24 hours of placing your order for a full refund, no questions asked. Contact us immediately via email or WhatsApp.
Cancellation after 24 hours (order not yet shipped): For orders canceled after 24 hours of purchase that have not yet shipped, a 15% cancellation fee will be deducted from the refund to cover processing and handling costs already incurred.
Cancellation after shipment: Once your order has shipped or a tracking number has been generated, we cannot accept cancellation requests. Please initiate a standard return after receiving your package if you no longer wish to keep the item.
To cancel an order, submit a request via our Contact Us page or contact us directly at support@cassielpet.com as soon as possible.
Missing or Split Shipments
Cassiel Pet ships from multiple warehouses across different regions to ensure faster delivery. In some cases, your order may arrive in separate packages with different tracking numbers.
If an item appears to be missing from your order:
- Check all tracking numbers associated with your order — the remaining item(s) may be in a separate shipment still in transit
- Verify all package contents carefully before signing
- If a missing item is confirmed after all packages have been delivered, contact us at support@cassielpet.com
Important: Missing items will be resent at no charge only if shipping insurance was purchased at the time of order. If no shipping insurance was purchased, please contact us and we will work with you to find a resolution.
Refund Timeline Summary
| Situation | Return Shipping | Cancellation Fee | Refund Timeline |
|---|---|---|---|
| Satisfaction request, including an opened or used product | Physical return may not be required; follow support instructions | 100% of affected product purchase price when approved | 7–15 business days after receipt |
| Seller's error (damaged, defective, wrong item) | Cassiel Pet pays | None | 7–15 business days after receipt |
| Order canceled within 24 hours | N/A | None | 7–15 business days |
| Order canceled after 24 hours (not shipped) | N/A | 15% of order value | 7–15 business days |
| Order already shipped | N/A — initiate return | N/A | 7–15 business days after return receipt |
Need Help? Contact Us
We're here — and we respond.
| Channel | Details |
|---|---|
| support@cassielpet.com | |
| WhatsApp / Phone | +1 (208) 502-0067 |
| 🌐 Contact Form | Cassiel Pet Contact Us Page |
Our customer support team responds within 24–48 hours on business days. For urgent matters, WhatsApp is the fastest way to reach us.
Frequently Asked Questions — Returns & Refunds
Q: Do I need to pay for return shipping?
If the return is due to your personal reasons (change of mind, incorrect order), return shipping is at your expense. If the return is due to our error — damaged, defective, or wrong item — Cassiel Pet covers all return shipping costs.
Q: How long does my refund take?
Refunds are processed within 7–15 business days after your returned package is received and inspected at our warehouse. You will receive an email confirmation when the refund has been initiated.
Q: Can I exchange instead of getting a refund?
Yes. You are welcome to request an exchange for any eligible item, subject to stock availability. If the item you want is out of stock, a full refund will be issued.
Q: What if my item arrived damaged?
Contact us immediately at support@cassielpet.com with photos of the damaged item and packaging. We will cover all shipping costs and send a replacement or issue a full refund — your choice.
Q: Can I cancel my order after placing it?
Yes, if you cancel within 24 hours of purchase. After 24 hours but before shipment, a 15% cancellation fee applies. Once shipped, cancellation is not possible — please initiate a return after receiving your order.
Q: I didn't receive all items in my order. What do I do?
Orders may ship in multiple packages from different warehouses. Check all your tracking numbers first. If a package is confirmed missing after all expected deliveries, contact us and we'll resolve it. Resending missing items is covered if shipping insurance was purchased.
Q: Is there a restocking fee?
No. Cassiel Pet does not charge any restocking fees for eligible returns.
Before You Request a Return
Our 30-Day 100% Satisfaction Guarantee gives eligible original purchasers a defined process for damaged, incorrect or unsatisfactory purchases, including products that have been opened, used or partially consumed. Eligibility depends on timely contact, proof of purchase, good-faith use and cooperation with reasonable verification—not on an unopened-package requirement.
For help before or after a purchase, visit Contact Cassiel Pet. For shipment movement, use Order Inquiry.