Refund policy

Last updated: October 23, 2026

Returns

Our policy lasts 30 days: you have 30 days from the day you receive your order to send an item back and get a refund, with no need to give a reason. This is longer than the 14-day legal withdrawal period. If more than 30 days have passed since delivery, unfortunately we can't offer a refund or an exchange, unless the item is defective (see "Defective or damaged items" below).

Your item must be returned complete and in good condition, in its original packaging if possible. You're welcome to try the mat with your pet: just send it back clean.

To complete your return, we ask for proof of purchase (your order number is enough).

Please do not send your purchase back to the manufacturer.

How to make a return

Before sending anything, email us at contact@happyheats.com or use our Contact page, including your order number. You can also use the withdrawal form included in our Terms of sale. We'll then email you the return address and the steps to follow. You then have 14 days to send the item back to us.

Partial refunds

In some cases, only a partial refund is granted: when an item comes back incomplete, damaged or soiled for reasons that are not due to our error. The amount deducted only reflects the loss in value of the item.

Refunds

Once your return has been received and inspected, we'll send you an email to let you know we've received the returned item. We'll also tell you whether a partial refund applies.

Your refund is issued within 14 days at most of your return request. We may, however, wait until we've received the item, or proof that it has been shipped, before issuing it. It covers the price of the item and the original shipping costs (based on the standard shipping rate). Your card or original payment method is credited automatically, at no cost to you.

Late or missing refunds

If you haven't received your refund yet, first check your bank account again.

Then contact your credit card company, as it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you've done all of this and still haven't received your refund, please contact us at contact@happyheats.com.

Sale and promotional items

Sale and promotional items can be refunded under the same conditions as full-price items. The amount refunded is the price you actually paid.

Defective or damaged items (exchanges)

We replace items that arrive defective or damaged. If you need to exchange yours for the same item, email us at contact@happyheats.com with your order number and a few photos, and we'll give you the return address. The replacement, or a refund if a replacement isn't possible, is free of charge for you.

These commitments are in addition to the legal guarantee of conformity (2 years from delivery) and the guarantee against hidden defects (2 years from discovery of the defect), which apply in all cases. They are detailed in our Terms of sale.

To change sizes, return the item following the steps above and place a new order in the size you want.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, the gift credit will be emailed to you.

If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we'll send the refund to the gift giver, and they'll find out about your return.

Shipping

To return your product, send it to the postal address we'll have emailed you.

Return shipping costs are on us: we refund them (at the rate of a standard tracked shipment), on presentation of the receipt, together with your order.

Depending on where you live, the time it takes for your exchanged product to reach you may vary.

If you are shipping an item worth more than CA$120, we recommend using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive a returned item without tracking.

Contact us

For any question about a return, email us at contact@happyheats.com or use our Contact page.