Refund policy

REFUND POLICY

Our 30-day promise

You have 30 days from the day your order arrives to tell us it isn't working out, and we'll refund you in full.

We mean this even if your pet has used the stairs. Getting a nervous or older pet comfortable with a new set of steps takes time, and we'd rather you gave it a proper try than left it in the box to protect a refund. Used is fine. Missing packaging is fine.

How to start a refund

Email store.yotsuba@gmail.com with your order number and a sentence about what happened.

Before we process it, we'll usually ask a question or two — in our experience most problems are a sizing mismatch or a pet who needs another week to build confidence, and both are usually fixable. If you'd rather just have the refund, say so and we'll process it.

Do I need to send it back?

Usually not. For most refunds we won't ask you to return the stairs, because return freight on a bulky foam item costs more than the product is worth. Keep it, pass it to a friend, or donate it to a local shelter — they're almost always glad of them.

If we do need an item returned, we'll tell you in writing and we'll cover the return shipping. Please don't send anything back before contacting us, as we can't process returns we aren't expecting.

Refund timing

Once approved, refunds go back to your original payment method within 10 business days. Your bank or card issuer may take a few days beyond that to post it.

If it's been more than 15 business days since we approved your refund and you haven't seen it, email store.yotsuba@gmail.com and we'll chase it.

Damaged, faulty or wrong item

Check your order when it arrives. If anything is damaged, defective, or not what you ordered, email us within 7 days with a photo and we'll send a replacement or refund you — your choice. No return needed.

What this covers

The 30-day promise applies to every order, including bundle and multi-item orders. Discounted orders are not excluded. Free gifts are yours to keep either way.

Gift cards are non-refundable.

European Union 14-day cooling-off period

If your order ships to the European Union, you have the right to cancel or return it within 14 days of receipt for any reason, without justification. This sits alongside our 30-day promise — whichever is more generous to you is the one that applies.

Questions

store.yotsuba@gmail.com — we answer everything, usually within one business day.

Yotsuba