Last Updated: October 27, 2026
At Spirter, we want customers to understand their options when a pet product does not meet their expectations. This policy outlines our return, refund, and replacement procedures.
1. Return Eligibility
Customers may request a return within 30 days of delivery.
To be eligible for a standard return, the item should be unused, in its original condition, and returned with its original packaging and any included components. Proof of purchase or an order number is required.
For pet products that have been used, damaged through use, or cannot reasonably be returned for hygiene or safety reasons, return eligibility will be assessed according to the circumstances and applicable consumer protection laws. These conditions do not limit any rights customers may have under mandatory local law.
2. How to Request a Return
Please email support@spirter.com with the following information:
- Order number
- Name of the item you wish to return
- Reason for the return
- Photographs or other details, if the item arrived damaged, defective, or incorrect
Please wait for return instructions before sending an item back. Returns sent to an unconfirmed address may not be processed correctly.
3. Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, or different from what was ordered, please contact us promptly and include relevant photographs and order details.
After reviewing the information, we will explain the available resolution, which may include a replacement, refund, or another appropriate remedy in accordance with applicable law.
4. Refund Processing
Once an approved return has been received and inspected, we will notify you of the outcome.
Approved refunds will generally be issued to the original payment method. The time required for the funds to appear depends on the payment provider and financial institution.
Where permitted by applicable law, original shipping charges and return shipping costs may be non-refundable for standard change-of-mind returns. This does not apply where a refund of those costs is legally required or where we agree otherwise.
5. Cancellations
If you need to cancel an order, contact us as soon as possible. Cancellation requests can be accommodated only when the order has not progressed beyond the stage at which cancellation is reasonably possible.
Once an order has been dispatched, the standard return procedure may apply.
6. Shipping Protection and Claims
If SEEL shipping protection was purchased, any eligible shipping-related claim must follow the applicable SEEL terms and claims process.
A shipping protection claim is separate from a product return or refund request. Customers may contact us for assistance in understanding the appropriate process.
7. Contact Us
For return, refund, or replacement requests, contact:
Email: support@spirter.com
Please include your order number so we can assist you efficiently.