Return Policy

At PetNova, we are committed to providing high-quality pet products and creating a positive shopping experience for every customer.

Due to the large size, weight, and international shipping costs associated with many of our products, we have a limited return policy. Please carefully review product details, dimensions, installation requirements, and specifications before placing your order.

Returns for Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or you receive an incorrect product, please contact us at support@trustlaneshop.com within 7 days of delivery.

To help us resolve the issue quickly, please provide:

  • Your order number
  • Photos or videos showing the issue
  • A brief description of the problem

After reviewing your request, we will provide an appropriate solution, which may include a replacement, partial refund, or full refund depending on the situation.

Returns Due to Personal Preference

Due to the high cost of international return shipping and the large size of our products, we do not accept returns for reasons including, but not limited to:

  • Change of mind after purchase
  • Incorrect product selection
  • Personal preference
  • The product does not meet your expectations after use
  • Size issues when product measurements and specifications are clearly provided on the product page
  • Products that are incompatible with your home setup or installation space

We strongly recommend reviewing all product information, measurements, and installation requirements before placing your order.

Return Conditions

If a return is approved, the product must:

  • Be unused and in its original condition
  • Include all original packaging, accessories, and components
  • Be returned within the timeframe provided by our customer service team

Items returned without prior approval may not be accepted.

Return Shipping Costs

For approved returns caused by product defects, damage, or incorrect items, TrustLane Shop will provide further instructions regarding the return process.

For returns requested for reasons other than product quality issues, the customer is responsible for all return shipping costs and any related fees.

Please note that international return shipping for large and heavy items can be expensive. We recommend contacting our support team before initiating any return.

Order Cancellation

If you need to cancel your order, please contact us as soon as possible.

Cancellation requests can only be accepted before your order enters the processing or shipping stage. Once your order has been shipped, cancellation is no longer available.

Legal Rights for UK & EU Customers

For customers located in the United Kingdom and European Union, your statutory consumer rights remain unaffected. Where applicable, returns and cancellations will be handled in accordance with local consumer protection laws.

Contact Us

If you have any questions regarding our Return Policy, please contact us:

Email: support@trustlaneshop.com