Refund policy

Refund Policy

You have 30 days from the day your order arrives to request a return.

To be eligible, the item must be in resalable condition with all parts included. Because of hygiene rules for pet grooming products, we cannot accept items that have been used extensively or damaged through misuse.

Starting a return

Email info@hentalo.com with your order number. We'll reply within 1-2 business days with the return address and instructions. Items sent back without contacting us first cannot be accepted.

Damaged, faulty or wrong item

Inspect your order on arrival. If anything is damaged, faulty or not what you ordered, email us within 14 days with a photo and we'll arrange a replacement or full refund at no cost to you.

Return shipping

We cover return shipping for faulty, damaged or incorrect items. For change-of-mind returns, the customer covers the cost of sending the item back.

Refunds

Once we receive and inspect your return we'll approve it and refund the full purchase price to your original payment method, usually within 5 business days. Your bank or card issuer may take a few extra days to post it.

Cancellations

Email us as soon as possible. If your order hasn't shipped we'll cancel it and refund you in full. Once shipped, the return process above applies.

Your statutory rights

This policy applies in addition to your rights under consumer law in your country, including the UK Consumer Rights Act, the Australian Consumer Law, and applicable US state and Canadian provincial legislation. Nothing here limits those rights.

Questions: info@hentalo.com