Refund and Returns Policy

Pet Island II Return & Refund Policy

At Pet Island II, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we are here to help.

Return Eligibility

Customers may request a return within 30 days of receiving their order.

To be eligible for a return:

The item must be unused and in its original condition.
The item must be returned in its original packaging whenever possible.
Proof of purchase or order confirmation must be provided.

We reserve the right to refuse returns that do not meet these conditions.

Non-Returnable Items

The following items may not be eligible for return:

Items showing signs of use, damage, or alteration caused by the customer.
Products returned without sufficient proof of purchase.
Clearance, final sale, or specially marked non-returnable items (if applicable).

How to Request a Return

To initiate a return, please contact our customer support team with your order number and reason for the return.

Contact Information

Email: support@yourtruecharlie.com

Phone: +1 212-260-4400

Address: 363 Grand St, New York, NY 10002, United States

Website: https://yourtruecharlie.com/

Our team will provide instructions for returning the item.

Return Shipping

Customers may be responsible for return shipping costs unless the item received is defective, damaged, or incorrect.

Shipping charges paid at checkout are generally non-refundable unless required by law or due to an error on our part.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible after delivery.

We may request photographs or additional information to help resolve the issue quickly.

Refund Process

Once the returned item is received and inspected, we will notify you regarding the status of your refund.

If approved, the refund will be processed to the original payment method used for the purchase.

Refund Timeframe

Approved refunds are issued within 7 business days after the returned item has been received and inspected.

Depending on your bank, credit card provider, or payment processor, it may take additional time for the funds to appear in your account.

Order Cancellations

Orders may be canceled before shipment by contacting our customer support team.

If an order has already been shipped, it may no longer be eligible for cancellation and must follow the standard return process.

Contact Us

If you have any questions about our Return & Refund Policy, please contact us:

Pet Island II

363 Grand St

New York, NY 10002

United States