Refund policy

Order Cancellations

Orders can be canceled with a 100% refund at any time before they leave our warehouse. Once your order has been shipped and is in transit, our standard return policy below will apply. To start a return, you can contact us at emotionalsupportanimals@bandaby.com.

30-Day Happiness Guarantee

If you or your hamster aren’t 100% happy with your purchase, you can return any of your unused homes or bedding within 30 days of ordering for a refund.

Damaged Items

In the unfortunate event that your items are damaged in transit, we will issue a full refund or send a replacement free of charge.

To help us resolve this quickly, please notify us within 3 days of receiving your package and share photos of the following:

• The damaged product (both a full-product shot and a close-up)

• The damaged shipping box (showing the extent of the transit damage)

• The shipping label (clearly showing the customer name and barcode/shipping code)

Please Note: These photos are essential for us to lodge a formal claim with our shipping carriers and insurance. We are unable to process a damage-related refund or replacement without them.

Wrong Items Received

If you receive the wrong item in your parcel, please let us know within 3 days of delivery so we can get it sorted out for you immediately. To help us trace the error, please send us:

• A clear photo of the incorrect product you received

• A photo of the product's barcode

• Photos of both the outer and inner parts of the shipping box

• A photo of the shipping label (clearly showing your name and the shipping code)

Please Note: These photos are strictly required in order for us to file a claim with our fulfillment center and correct the inventory error.

You can always contact us for any return question at emotionalsupportanimals@bandaby.com.