Refund policy

Last updated: October 14, 2026

30-day return window

You may request a return within 30 days of delivery. To be eligible, the item must be unused, in the same condition you received it, and returned with its original packaging and any included parts. A receipt or other proof of purchase is required.

For hygiene and safety, used filing sheets and items showing wear from a dog’s nails or paws cannot be returned unless they arrived defective or damaged.

Start a return

Before sending anything back, contact us through our Contact page with your order number and the reason for the request. If the return is approved, we will send return instructions. Items sent back without prior approval may not be accepted.

Customers are responsible for return shipping on change-of-mind returns. If an item arrived damaged, defective, or incorrect, GentlePact will cover reasonable return or replacement shipping.

Damages and order issues

Please inspect your order after delivery and contact us as soon as possible if an item is damaged, defective, missing, or incorrect. Include your order number and clear photos so we can make it right.

Exceptions

Gift cards and final-sale items are not returnable. We cannot accept returns on used replacement sheets or heavily used scratch boards unless the product is defective.

Exchanges

The fastest way to receive a different item is to request a return for the original item and place a new order after the return is approved.

Refunds

We will notify you after your return is received and inspected. Approved refunds are issued to the original payment method. Please allow up to 10 business days for your bank or card provider to post the refund after it is issued.

If more than 15 business days have passed since your refund was approved, contact us through our Contact page.

This policy does not limit rights that may apply under consumer protection law.