Refund policy

We want you and your pet to be happy with your order. This policy explains how returns, exchanges and refunds work at Eliza New York.

30-day return window

You can request a return within 30 days of the date your order was delivered. To be eligible, the item must be unused, clean and free of pet hair, odor or damage, with its original tags and packaging where possible.

Items we cannot take back

For hygiene reasons we cannot accept returns of items that have been worn or used by a pet, such as recovery suits, diapers and belly bands, grooming tools, bowls and feeders, unless the item arrived faulty, damaged or not as described.

Faulty, damaged or wrong items

If your item arrives faulty, damaged in transit or different from what you ordered, email us within 30 days of delivery with your order number and a photo. We will send a replacement or give you a full refund, including the original shipping cost, and you will not pay anything to send it back.

How to start a return

1. Email support@elizanewyork.com with your order number and the item you would like to return.
2. We will confirm whether the item is eligible and email you the return instructions for your order.
3. Please do not send items back before we have confirmed the return, as unannounced parcels cannot be matched to an order.

Return shipping costs

For change-of-mind returns and size exchanges, you pay the cost of shipping the item back to us. We recommend a tracked service, because we cannot refund a parcel that does not reach us. Original shipping charges are not refunded for change-of-mind returns.

Exchanges

If the size is not right, we can exchange the item for another size of the same product within 30 days of delivery, as long as it is unused and in stock. Contact us to arrange it.

Refunds

Once your return arrives and has been inspected, we will email you to confirm. Approved refunds go back to your original payment method within 5 to 10 business days. Your bank or card provider may take a few extra days to show the credit.

Cancellations

You can cancel an order free of charge before it ships. Email us as soon as possible with your order number. Once an order has shipped, it can be returned under this policy instead.