Refund & Return Policy

In-Store Purchases

Items purchased in-store may be returned if they are in perfect condition (new), with original tags, packaging, and receipt, after being tried at home (for example, a harness to confirm the correct size), within a reasonable timeframe.

Hygiene and care products cannot be returned or refunded unless they have not been used. In this case, a 14-day return period applies.

If an accessory is damaged, the issue must be due to a manufacturing defect. It is always preferable to contact the manufacturer before returning the item (we can assist you with this process).

For food products, we must verify the manufacturer’s warranty policy. In addition, more than 75% of the original bag must remain for a return to be considered. In some cases, supplier approval may be required.

Frozen raw food cannot be returned in order to preserve the cold chain and for food safety reasons.

NOTE: Any product sold with the mention “final sale” or “no returns or refunds” on the receipt cannot be returned.

Sale Items

Items purchased on sale may be returned in certain cases, provided they meet our general return conditions.

For example, unopened food products (such as bags of food, canned food, or other unopened items) may be eligible for a return if they are in their original packaging, in perfect condition, and the best-before or expiry date is acceptable.

Refunds will be issued based on the actual price paid at the time of purchase.

Items identified as “final sale” or “no returns or refunds” on the receipt cannot be returned.

Online Purchases and Shipped Orders

Please contact us at info@heidietcie.com before making a return.

Return shipping costs are the responsibility of the customer.

A refund will be issued once the products have been received and inspected to confirm that they are in perfect condition (new), with original tags and packaging.

Need Help?

Contact us at info@heidietcie.com if you have any questions regarding returns and refunds.