Refund policy

Last updated: September 26, 2026

At Bertiy, customer satisfaction is our priority. If you're not fully satisfied with your purchase, we're here to help.

Return Eligibility

You may request a return within 30 days of receiving your order. To be eligible, items must be:

  • Unused and in the same condition as received
  • In original packaging
  • Accompanied by proof of purchase (order number or receipt)

Non-Returnable Items

For hygiene reasons, the following items cannot be returned unless defective or damaged:

  • Used pet food bowls, lick mats, or feeders that have come into contact with food
  • Opened or used chew toys

How to Start a Return

To initiate a return, please contact us at support@bertiy.shop with your order number and reason for return. Our team will respond within 1–2 business days with return instructions.

Return Label

Once your return is approved, we will email you a prepaid return shipping label. Simply:

  • Download the return label from the email we send you.
  • Print the label at home or at any local printing/shipping service.
  • Attach the printed label to your return package.
  • Drop off the package at the designated carrier location.

If you're unable to print the label yourself, please let us know at support@bertiy.shop and we'll help arrange an alternative.

Refunds (Cash on Delivery Orders)

Since Bertiy currently accepts Cash on Delivery (COD) as the payment method, refunds for approved returns are issued as follows:

  • Once we receive and inspect your returned item, we will notify you of the approval status.
  • If approved, we will contact you to arrange your refund via bank transfer or store credit, whichever you prefer.
  • Refunds will be processed within 7 business days of approval.
  • Original delivery charges are non-refundable, unless the item was defective or incorrect.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at support@bertiy.shop with photos of the item. We will offer a free replacement or full refund at no additional cost to you.

Exchanges

We currently do not offer direct exchanges. If you'd like a different item, please return the original product for a refund and place a new order.

Order Cancellations

Since our orders are Cash on Delivery, cancellations can be made free of charge any time before your order has shipped. To cancel, please contact us as soon as possible at support@bertiy.shop. Once an order has shipped, it cannot be cancelled, but you may refuse delivery or request a return once received.

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