Refund and Exchange


Returned items must be received by Urbanimal within 15 days of the date of purchase in store or upon receipt by the customer.

At the store

Urbanimal will refund / exchange the item only if it is new, unused, in its original packaging, if it is under a manufacturer's warranty and upon presentation of the receipt. We will refund with the same method of payment used at the time of purchase (debit, credit, cash).

Urbanimal is not responsible for diseases and/or wounds that the live store-bought animal may suffer from or inflict on you or any other animals such as bites, scratches, allergies, aggressiveness and others once outside the store.


We will also be happy to reimburse you/exchange your online purchases under the same conditions as in our stores, but delivery charges for all items including oversized items will be at your expense.

The following items are considered final sales in store or online for hygiene reasons:

  • Litter boxes and accessories
  • Grooming articles (nail clippers, brushes and combs)
  • Toilet training articles
  • Feeding items such as bowls and water fountains
  • Cages for home and traveling
  • Walking and comfort items such as collars and leashes, cushions, beds, blankets, toys, muzzles, harnesses, apparels and boots.
  • All starting kits or housing items such as aquariums, terrariums, bird cages, rodent cages or carriers will not be accepted or exchanged if opened or used.
  • In addition, items identified "final sale" can not be returned.
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