1. Overview

This Return & Refund Policy explains how returns, exchanges, and refunds are handled for pet mats purchased from heshley.com. It applies to all Bed & Crate Mats, Pet Feeding Mats, and Door/Floor Mats unless a product page clearly states otherwise.

2. Return Window & Eligibility

2.1 Standard Return Window

You may request a return within 30 days of the delivery date shown by the carrier. After 30 days, returns are generally not accepted unless required by local consumer laws.

2.2 Condition Requirements

To be eligible for a return, a mat must:

• Be unused or gently tested indoors only (no heavy soil, strong odor, or visible pet hair buildup).
• Be free of damage from chewing, scratching, or inappropriate use.
• Include all components (e.g., inserts, covers, straps) where applicable.
• Be returned with protective packaging to prevent damage in transit.

3. Non-Returnable or Restricted Items

The following are generally non-returnable, except where defective on arrival:

• Mats clearly marked “Final Sale” or “Non-Returnable” at purchase.
• Mats that have been heavily used, washed against instructions, or altered.
• Custom-size or custom-printed mats, if offered.

4. How to Request a Return

1. Email support@heshley.com within the 30-day window.
2. Include your order number, photos of the mat (and packaging if damaged), and a brief description of the reason.
3. Wait for return authorization and instructions. Returns sent without authorization may be delayed or refused if sent to the wrong location.

We may request additional photos if the issue relates to size, color, flattening, or surface defects.

5. Return Shipping & Who Pays

6. Refunds & Processing

6.1 Inspection

Once your return is received, our team inspects the mat to confirm its condition and verify the reason given. This process typically takes 3–5 business days after the mat arrives at our facility.

6.2 Refund Timing

Approved refunds are issued to the original payment method. Banks or payment providers may require additional time (typically 5–10 business days) to post the refund.

6.3 Partial Refunds

We may provide a partial refund rather than a full refund if:

• The mat shows moderate use or visible pet hair that requires special cleaning.
• Parts of a multi-piece set are missing.
• Packaging or accessories (such as straps or covers) are not returned.

7. Exchanges

Exchanges (for a different size or style) are handled as a return plus a new order. Once your original mat is returned and inspected, you may place a new order for the replacement mat. In some cases, we may be able to process a direct exchange if inventory and logistics allow—please ask support for options.

8. Pet Mat–Specific Guidance

8.1 Flattening & Creasing

Because mats are often compressed for shipping, some flattening or creasing on arrival is normal. Generally this is not considered a defect if:

• The mat regains shape after several days of normal use.
• Surface creases do not affect basic function (comfort, floor protection, slip resistance).

8.2 Color & Size Variation

Minor color variation due to display differences and small measurement tolerances are normal and not treated as defects. For concerns about significant differences, please contact support with photos and measurements.

8.3 Odor on Arrival

New mats may carry a light manufacturing or packaging odor that typically dissipates after airing out. If odor remains strong after airing for several days, contact support with details so we can review options.

9. International Returns

International customers can request returns under the same conditions, but should be aware that return shipping costs and timelines may be higher.

• Customs duties and taxes paid at import are usually non-refundable by us.
• Local consumer law rights (if applicable) remain unaffected by this policy.

10. Contact

To initiate a return or ask questions about this policy, please contact:

• Email: support@heshley.com
• address: 500 5th Ave, Suite 2000, New York, NY 10110, United States