Refund policy
Personalized Products
Because personalized items are made uniquely for you, these products cannot be returned or exchanged unless they arrive defective or damaged.
If your personalized item is defective or damaged, please contact us at info@fayepets.com and we will resolve it immediately.
Non-Personalized Products
We gladly accept returns for non-personalized products within 30 days of delivery.
To be eligible for a return:
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The item must be unused, in its original condition, and in its original packaging.
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A receipt or proof of purchase is required.
Return Method & Return Shipping
All returns are handled by mail.
Customers are responsible for the cost of return shipping, as noted at checkout and in this policy.
To start a return, please contact our customer support team for instructions.
Refunds
Once your return is received and inspected, we will notify you by email regarding approval or rejection.
If approved, your refund will be processed within 3 business days, and the credit will be applied to your original payment method.
Late or Missing Refunds
If you haven’t received your refund yet:
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Check your bank account again.
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Contact your credit card company (processing may take extra time).
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Contact your bank (refund posting times may vary).
If you still have not received your refund after these steps, please reach out to us at info@fayepets.com
Exchanges
We do not offer exchanges.
However, if an item arrives damaged or defective, we will replace it with the same product at no additional cost.
Return Shipping Address
To return your product, please contact us at info@fayepets.com for the correct return address and instructions.
If you are shipping an item over 75 USD, we recommend using a trackable shipping service or purchasing shipping insurance, since we cannot guarantee that we will receive your returned item.
Business Info
Faye is operated by Klyvo AB.
Legal business name: Klyvo AB
Trade name: Faye
Organisationsnummer: 559432-3056
VAT number: SE559432305601
Phone number: +46 76 604 6504
Email: info@fayepets.com
Physical address: Postfack 2504, 116 74 Stockholm, Sweden