Refund policy

RETURN & REFUND POLICY

At PetNova, we are committed to providing high-quality pet products and ensuring a positive shopping experience for our customers.

Due to the large size, weight, and international shipping costs associated with many of our products, our return policy is designed to protect both our customers and our ability to provide quality products at fair prices.

Please carefully review product descriptions, dimensions, installation requirements, and specifications before placing your order.

1. 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 your issue quickly, please provide:

  • Order number
  • Photos or videos showing the problem
  • A description of the issue
  • Photos of the packaging if damage occurred during shipping

After reviewing your request, we will provide an appropriate solution, which may include:

  • Replacement of the affected item
  • Partial refund
  • Full refund (when applicable)

We will evaluate each case individually and work to provide a fair resolution.

2. Returns for Change of Mind (US & Canada Customers)

For customers located in the United States and Canada, due to the large size, weight, and high international return shipping costs of our products, we generally do not accept returns for reasons including:

  • Change of mind
  • Personal preference
  • Incorrect product selection
  • Product size concerns when measurements are clearly provided on the product page
  • Products that do not fit the customer's space or installation environment

We strongly recommend reviewing all product details, dimensions, and installation requirements before purchasing.

3. EU & UK Customers – Right of Withdrawal

For customers located in the European Union and United Kingdom, you have the legal right to withdraw from your purchase within 14 days without providing a reason.

The withdrawal period begins from the day after you (or a person designated by you) receive the final item in your order.

To exercise your right of withdrawal, please contact us at:

support@trustlaneshop.com

within the 14-day withdrawal period.

Returned items must meet the following conditions:

  • The product must be unused
  • The product must be in its original condition
  • All original packaging, accessories, and components must be included

Customers are responsible for return shipping costs unless the product is defective, damaged, or incorrect.

This statutory right does not affect any other consumer rights you may have under applicable laws.

4. Return Shipping Costs

For approved returns caused by:

  • Product defects
  • Shipping damage
  • Incorrect items received

TrustLane Shop will provide further instructions regarding return arrangements.

For returns requested for reasons other than product quality issues, the customer is responsible for:

  • Return shipping fees
  • Any applicable shipping charges
  • Any customs or import fees related to the return

Please note that returning large and heavy items internationally can be expensive. We recommend contacting our support team before arranging any return shipment.

5. Refund Process

Once your return request has been approved and the item has been inspected (if applicable), we will process your refund.

Approved refunds will be issued to the original payment method.

Please allow:

  • 5–10 business days for the refund to appear in your account, depending on your payment provider.

Original shipping fees (if applicable) and non-refundable charges may not be included in the refund unless required by applicable law.

6. Order Cancellation

If you wish 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. Customers may request a return according to the applicable return terms.

7. Non-Returnable Items

Returns may not be accepted for:

  • Items damaged due to misuse, improper installation, or customer handling
  • Products that have been assembled, used, modified, or altered
  • Missing accessories or original packaging caused by customer handling
  • Items returned without prior approval

8. Contact Us

If you have any questions regarding returns or refunds, please contact our customer support team:

Email:
support@trustlaneshop.com

We will do our best to assist you and provide a suitable solution.