Refund policy

At Silken Whiskers, we care deeply about your satisfaction and your trust in our products. If you wish to cancel your order or return an item, we’re here to make the process clear and fair. Please review the following terms before making a return.

1. Right of Withdrawal

As a consumer, you have the right to cancel your purchase within 14 days of receiving your order. This right applies to private individuals purchasing products for personal, non-commercial use.

To exercise your right of withdrawal, please send a clear statement to:
📧 Info@silkenwhiskers.com

Note: Your cancellation only becomes valid once we have received the returned products.

2. Return Conditions

To qualify for a return and refund, the following conditions must be met:

The product must be unused, unopened, and include all original packaging, parts, and accessories.
The product must only have been handled to the extent necessary to determine its nature, characteristics, and functioning.
Items returned in damaged or unsanitary condition may not be accepted.
Hygiene-related items must be cleaned before being returned.
Defective products may be returned if the defect was present at the time of delivery.

Note: The customer is responsible for all return shipping costs unless otherwise agreed.

3. Return Procedure

To start a return, please email Info@silkenwhiskers.com and include:

Your order number
The reason for return
A photo of the product (if damaged or defective)
Your full name and address

Once we review your request, we’ll provide the correct return address and detailed instructions.
Please do not send the product back before receiving confirmation from us.

All returns are processed within 7 business days of arrival.
We reserve the right to refuse returns if products are used, damaged, or do not meet our return conditions.

4. Refunds

Once we have received and inspected the returned item, a full refund of the purchase amount will be issued within 14 days.
Refunds are made to the original payment method used for the purchase.

Please note that original shipping costs are non-refundable, unless the return is due to our error (for example, receiving the wrong or defective product).

5. Exceptions

The following items cannot be returned or refunded:

Customized or personalized products
Sealed products that have been opened and cannot be returned for hygiene reasons (e.g., grooming or feeding items)
Products damaged by misuse or improper handling after delivery

Items damaged during return shipping due to poor packaging may be fully or partially excluded from a refund.

6. Important Notes

All returns must be sent at the customer’s expense to our central warehouse, unless otherwise agreed in writing.

For any questions about returns, cancellations, or defective items, please contact us at:
📧 Info@silkenwhiskers.com

We’re always happy to assist — because at Silken Whiskers, your satisfaction and trust are our top priorities.

FAQ's

All orders are covered by a 30-day money back guarantee. If you're not satisfied with your purchase, you can return any unused item without any hassle within 30 days of receipt.

The refund will be made to the original payment method, used when you orderd the item(s) as soon as the goods have arrived at our warehouse.

As soon as we have confirmed the payment, we will immediately begin processing your order. Your order will usually be processed and shipped within 1-3 working days. As soon as the order has been shipped, you will receive a confirmation email with your tracking number so you can always follow the status of your order.

All orders are covered by a 30-days money-back guarantee. If your not satisfied, you can return the item and get a full refund, no questions asked.

Once your order has been shipped, you will immediately receive a confirmation email with a link to your personal tracking information. So you can stay updated on the status of your order at all times. You can also check the Track Your Order link down below the website under ''Support''.