Refund & Return Policy
At Pegaseria, we take great pride in the quality and craftsmanship of our premium pet toys. We want you and your furry companions to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are here to help.
1. 30-Day Return Window
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be:
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In the same condition that you received it.
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Unused, unwashed, and with all original tags attached.
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In its original packaging.
2. Return Process
To initiate a return, please contact our concierge team at service@pegaseria.com.
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Approval: If your return is accepted, we will send you instructions on how and where to send your package.
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Important: Items sent back to us without first requesting a return will not be accepted.
3. Damages and Issues
Please inspect your order upon reception. Contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. For damaged items, please include photos of the product and packaging in your email.
4. Non-Returnable Items
Certain types of items cannot be returned:
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Personalized/Customized items: Products made to your specific requirements.
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Sale Items: Items purchased during clearance or using "Final Sale" promotional codes.
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Hygiene Items: For safety reasons, toys that show signs of being chewed, licked, or played with by a pet cannot be returned.
5. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
6. Refunds
Once we’ve received and inspected your return, we will notify you if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 5–10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.