Refund policy

1. Return, Exchange & Cancellation Policy

Silver Heritage Lab is committed to the comfort of your senior companions. We understand that finding the perfect support for aging joints can be a journey. Our policy is designed to be fair, transparent, and rooted in the care your pet deserves.

1.1 Customer-Initiated Cancellations You may cancel your order at any time before it has been processed or dispatched from our domestic warehouses. To cancel, please  email our Caregiver Support team at info@silverheritagelab.com. If successful, a full refund will be issued to your original payment method within 5–7 business days.

1.2 Post-Dispatch & In-Transit Status Once an order has been handed to our courier partners, it cannot be canceled or modified. If you no longer require the item, please follow the return process outlined in Section 1.3 upon delivery.

1.3 Returns & Exchange Eligibility To ensure the highest standards of hygiene for our community of senior pets:

  • Orthopedic Support Range: We offer a 30-day "Heritage Comfort" Trial for all memory foam beds. If your pet is unable to adjust to the new support, we accept returns provided the item is in its original, like-new condition with all tags and heritage packaging intact.

  • Consumables & Hygiene Items: Due to safety and sanitary regulations, items such as Biodegradable Waste Bag Rolls, grooming tools, and opened dental kits are ineligible for return or exchange once the seal is broken.

  • Timeframe: All return or exchange requests must be initiated within 7 days of delivery.

1.4 Damaged or Defective Items Our Lab standards are rigorous, but we know transit can be unpredictable. Please inspect your package upon arrival. Any damage or manufacturing defects must be reported to info@silverheritagelab.com within 24 hours of delivery with accompanying photo evidence.

1.5 Reverse Pickup & Inspection Once your request is approved, our team will arrange a reverse pickup. After the product passes our quality check, we will ship your exchange or issue store credit valid for one month. Note that while the first size-related exchange is complimentary, subsequent exchanges for the same order may incur a nominal handling fee.