Refund policy
Last updated: July 24, 2026
Important Return Rule
For pet hygiene and safety reasons, HiDREAM does not accept change-of-mind or other non-quality returns or exchanges, including incorrect size or colour selection or a pet’s preference.
This rule does not limit remedies required for:
- Defective products
- Damaged products
- Incorrect products
- Missing products
- Products materially different from the description
- Undelivered orders
- Incorrect charges
- Other legally protected purchases
1. Review Before Ordering
Please review the product description, dimensions, size guide, colours, intended use, safety information, and delivery details before ordering.
Contact support@hidreampets.com before purchase if you need help choosing a product or size.
2. Issues Eligible for Review
HiDREAM may review requests involving:
- Product damaged in transit or defective when received
- Wrong product, variant, or quantity received
- Missing product, component, or accessory
- Product materially different from the description or images, taking reasonable production and screen-display variations into account
- Parcel confirmed lost before delivery
- Duplicate or incorrect payment
- Another issue for which applicable law requires a remedy
3. Reporting Deadlines
Visible damage on arrival, wrong items, or missing items: please report within 7 days of delivery.
Suspected manufacturing defects: please report within 30 days of delivery. Claims submitted after this period will be reviewed only where required by applicable law.
These reporting periods do not limit any rights or remedies that cannot legally be excluded or restricted.
4. Evidence and Review
Email support@hidreampets.com with:
- Order number
- Clear description of the issue
- Photographs or video showing the product, issue, packaging, labels, and relevant measurements where appropriate
HiDREAM may request additional information reasonably necessary to confirm the issue and determine the appropriate remedy.
5. Available Remedies
Depending on the confirmed issue, inventory availability, customer preference, and applicable law, HiDREAM may provide:
- Troubleshooting assistance
- Replacement product or component
- Partial refund
- Full refund
- Another appropriate remedy
HiDREAM may require return of the product when reasonable and lawful.
6. Return Instructions and Costs
Do not return a product without written approval.
If HiDREAM requires a return for a confirmed eligible issue, we will provide the approved address and instructions.
HiDREAM may:
- Provide a prepaid return label
- Arrange a reasonable return method
- Reimburse reasonable approved return shipping where appropriate
Unauthorised returns may not be accepted or credited.
7. Condition of Returned Products
Where a return is required, include the product and requested components in the condition reasonably possible under the circumstances.
Damage caused after delivery, misuse, unauthorised alteration, improper cleaning, ordinary wear, pet chewing or scratching after acceptance, or failure to follow product instructions may not qualify unless applicable law provides otherwise.
8. Cancellations
Contact HiDREAM immediately to request cancellation.
We will try to cancel orders before fulfilment but cannot guarantee cancellation after processing or shipment.
If cancellation is confirmed after payment, a refund will be submitted to the original payment method.
9. Refund Timing
HiDREAM generally submits an approved refund within two business days after approval.
WooshPay, PayPal, and the relevant bank or payment provider may require additional processing time, commonly 5–10 business days.
The refund is sent to the original payment method unless another method is required by law or expressly agreed.
10. Refund Amount
The refund amount depends on the approved remedy and may include:
- Applicable product price
- Tax
- Original delivery charge where required
Discounts reduce the refundable product amount.
A refund does not include unrelated bank fees, currency-conversion fees, or third-party charges that HiDREAM did not receive, unless applicable law requires otherwise.
11. Mandatory Rights
Nothing in this policy excludes or limits a statutory warranty, remedy, or consumer right that cannot legally be excluded or limited.
Where mandatory law provides a more favourable remedy, that law applies.
12. Contact
Return, refund, quality, cancellation, or missing-order requests:
Email: support@hidreampets.com
Please include your order number.