Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, please contact us at support@rockaylapets.com with your order number and reason for return. Do not send items back without contacting us first — return instructions vary by product and unauthorized returns will not be accepted.

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect. For damaged or defective items, simply email us at support@rockaylapets.com with your order number and photos of the issue — we will send a replacement or issue a full refund. No return shipment required for defective items.

Exceptions / Non-returnable items The following items cannot be returned: personal care and hygiene products (such as toothbrushes, lick mats, and grooming tools), perishable goods, custom or personalized items, sale items, and gift cards.

Return Shipping Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Exchanges The fastest way to get what you want is to return the eligible item and place a new order once the return is accepted.

Refunds Once your return is received and inspected, we'll notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days. If more than 15 business days have passed since approval, please contact us at support@rockaylapets.com.

European Union If your order is shipped into the European Union, you have the right to cancel or return within 14 days for any reason, provided the item is unused, in original packaging, with proof of purchase.