Return and refund policy

Return & Refund Policy

At Cascades PET DEPOT, we want every purchase to be a positive experience. If something isn't quite right, we're here to help. This policy explains the conditions for returns, replacements, and refunds.

1. Return Window

Most products purchased from Cascades PET DEPOT may be returned within 30 calendar days after the delivery date.

To qualify for a return, the product must:

  • Be unused and in resalable condition.

  • Include all original accessories, packaging, and documentation (when applicable).

  • Show no signs of misuse, damage, or excessive wear.

  • Be accompanied by proof of purchase, such as your order confirmation or receipt.

Returns that do not meet these requirements may not be eligible for a refund.

2. Requesting a Return

Before sending any item back, please contact our customer support team.

Email: service@metabrylse.com

Once your request has been reviewed, we'll provide instructions for the next steps, including the appropriate return authorization and shipping information if your return is approved.

Please do not send products back without prior authorization, as unauthorized returns cannot be processed.

3. Incorrect, Damaged, or Defective Items

We encourage customers to inspect their package immediately after delivery.

If you receive:

  • a damaged item,

  • a manufacturing defect,

  • the wrong product, or

  • an item with missing components,

please contact us as soon as possible and include clear photos of both the product and its packaging.

Our support team will review the issue and work with you to provide an appropriate solution, which may include a replacement or refund when applicable.

4. Items Not Eligible for Return

For hygiene, safety, or product-specific reasons, certain items cannot be returned.

These may include:

  • Opened or used pet care or grooming products

  • Personalized or customized merchandise

  • Perishable pet products or treats

  • Products damaged through improper use or accidental damage

  • Hazardous materials or regulated goods

  • Gift cards

  • Clearance or final-sale items

Shipping charges paid during checkout are generally non-refundable unless the return is the result of our error.

If you're unsure whether your purchase qualifies, please contact us before initiating a return.

5. Product Exchanges

We currently do not offer direct exchanges.

If you would like a different product, color, or size, we recommend:

  1. Requesting a return for the original item (if eligible), and

  2. Placing a new order for the desired replacement.

This helps ensure the fastest possible processing.

6. European Union Customers

Customers whose orders are delivered to countries within the European Union may have the legal right to withdraw from their purchase within 14 days of receiving the goods.

To qualify:

  • Products must remain unused.

  • Original packaging should be intact.

  • Proof of purchase is required.

This statutory right applies independently of our standard return policy where required by applicable law.

7. Refund Processing

Once your returned item arrives, our team will inspect it to verify eligibility.

After the inspection is complete, you'll receive an email confirming whether your refund has been approved.

Approved refunds will be issued to the original payment method used during checkout.

Please allow approximately 5–10 business days for the refund to appear on your account, although processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund approval and you still haven't received your funds, please contact us for assistance.

8. Return Shipping Information

Please do not ship any items until our customer support team has approved your return request.

Once authorized, you'll receive detailed return instructions, including the appropriate return address and shipping procedure.

Using the provided instructions helps ensure your return can be tracked and processed without unnecessary delays.

Need Assistance?

If you have questions about returns, refunds, replacements, or your order, we're always happy to help.

Cascades PET DEPOT

Customer Support Email: service@metabrylse.com

Phone: +1 (703) 844-0661

Business Address:
21435 Epicerie Plaza Ste 170
Sterling, VA 20164
United States

Thank you for choosing METABRYLSE™. We appreciate the opportunity to serve you and your pets.