Refund policy
Last updated: September 25, 2026
We want you and your pup to love every order from Soft Spot Co. If something isn't right, contact us and we'll help.
Returns
You have 14 days after receiving your item to request a return. To be eligible, items must be unused and in their original packaging. Grooming products, supplements, chews and other consumables must also be unopened, with any seals intact. You'll need your order number or other proof of purchase.
How to start a return
Please contact us before sending anything back. Our products ship directly from the brands that make them, so each item goes back to its own brand's warehouse. Email us at support@softspot.store with your order number and the items you'd like to return. Once your return is approved, we'll email you a return shipping label addressed to the right warehouse, with instructions. Items sent back without an approved return, or sent to the wrong address, can't be accepted.
If you return items from more than one brand, you'll receive a separate label for each.
Return shipping costs
For change-of-mind returns, the cost of the return label is deducted from your refund. If your item arrived damaged, defective or wrong, return shipping is free.
Damaged, defective or wrong items
Please inspect your order when it arrives. If something is damaged, defective or not what you ordered, email us within 7 days of delivery with your order number and a photo of the item and packaging. We'll send a replacement or a full refund, including shipping.
Orders that arrive in more than one package
Because items ship separately from each brand, one order can arrive in several packages on different days, each with its own tracking number. Please check your shipping confirmation emails before reporting an item as missing.
Items we can't accept for return
- Opened or used grooming products, supplements, chews and other consumables
- Used brushes and grooming tools, and worn apparel
- Sale items and gift cards
Kits and bundles
Items from a kit can be returned individually. The refund for each item is based on its share of the kit's discounted price.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is approved, place a new order.
European Union 14-day cooling-off period
If your order is shipped into the European Union, you have the right to cancel or return it within 14 days of receiving it, for any reason and without a justification. Items must be unused and in their original packaging, and sealed hygiene products (such as grooming products and supplements) can't be returned once unsealed.
Refunds
We'll let you know once your return has been received and inspected, and whether your refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take extra time to post it. If more than 15 business days have passed since your return was approved, please contact us at support@softspot.store.