Return & Refund Policy

At Pet Citadels, our products are prepared specifically for each order, so we do not offer returns on products that are functioning properly. If there is a genuine defect or issue with your purchase, our team will work with you to make it right.

Final Sale on Non-Defective Products

Once an order has been placed, non-defective products are not eligible for return or refund.

This includes situations where you change your mind, no longer need the product, order incorrectly, or decide that the product does not suit your preferences.

We recommend reviewing the product information and specifications carefully before completing your purchase.

If Your Product Is Defective

All Pet Citadels products are protected by a 1-year warranty.

If you receive a defective product or discover a covered defect during the warranty period, contact hello@petcitadels.com with your order number and details about the issue.

We may ask for photographs or videos to help determine what has gone wrong. After reviewing the claim, we will select an appropriate resolution based on the circumstances.

A warranty resolution may include:

A repair
A replacement
A return
A refund
Another reasonable method of resolving the problem

Inspect Your Delivery

Please check your order shortly after it arrives. Examine both the product and its packaging for signs of damage.

We recommend taking photographs of the package and product upon delivery, particularly if you see dents, tears, breakage, or other visible damage.

If there is a problem with your shipment, please email hello@petcitadels.com promptly and include your order number and supporting photographs or videos.

Please retain the original packaging until the issue has been reviewed.