At Icpon, your satisfaction is our priority. If you’re not fully satisfied with your purchase, we offer a simple and hassle-free return policy within 30 days of delivery.

1. Return Eligibility

You may return eligible items within 30 days of receipt if:

• The product is unused, unwashed, and in its original packaging

• The item has no damage caused by misuse or accidents

• You provide a valid proof of purchase (such as order confirmation or receipt)

2. Non-Returnable Items

The following products cannot be returned due to hygiene and safety reasons:

• Used dog beds or towels

• Opened pet food or treats

• Customized or personalized products

• Gift cards

3. How to Return

To start your return, contact our customer service at:

📧 Email: support@softscloth.shop
📞 Phone: +1 (352) 512-4159

Please include your order number, details of the item(s) to return, and reason for the return. We will guide you through the return process.

4. Return Shipping

• Return shipping costs are the responsibility of the customer, except if the item was defective or sent incorrectly.

• We recommend using a trackable shipping service to ensure your return arrives safely.

5. Refund Process

After we receive and inspect the returned item, we will notify you via email about the status of your refund. Approved refunds will be processed within 5–7 business days back to your original payment method.

Please note: Shipping fees are non-refundable.

6. Exchanges

If you want to exchange an item (for size, color, or different product), please return the original item following the process above and place a new order for the replacement.

7. Damaged or Defective Items

If your order arrives damaged or defective, notify us within 48 hours of delivery with photos. We will offer a replacement or a full refund at no extra cost.

8. Contact Information

Icpon Pet Store
📧 Email: support@softscloth.shop
📞 Phone: +1 (352) 512-4159
📍 Address: 4066 Andrew Jackson Pkwy, Hermitage, TN 37076, United States