Refund policy

Refund & Return Policy

Because every product is custom-made just for you and your pet, here is exactly how returns, exchanges, and refunds work.

30-Day Satisfaction Guarantee

If you are not happy with your product for any reason, contact us within 30 days of delivery at hello@instame.shop and we will make it right. To return a non-defective item for a refund, it must be in new, unused condition. Returns are sent back to us by mail and customers are responsible for the return shipping cost. There are no restocking fees.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If your item is defective, damaged, or not what you ordered, contact us right away at hello@instame.shop with a photo. We will cover it with a free replacement or exchange, and you will not pay any return shipping in these cases.

Exchanges

We are happy to exchange any item that arrives defective, damaged, or incorrect, at no cost to you. Because each item is custom-made, for non-defective items we ask that you request a return for a refund and place a new order for the product you would prefer.

Refunds

Once your return is received and approved, you will be refunded to your original payment method within 10 days. Please allow additional time for your bank or credit card company to process it. If more than 15 days have passed since your refund was approved, contact us at hello@instame.shop.