Refund policy

Thank you for shopping with ANBERSO Global. The conditions below apply in addition to any rights that cannot be excluded under applicable law.

1. Return eligibility

Contact info@anberso.com within 30 days of delivery before sending anything back. To be eligible for a return, an item must be new, unused, free from pet hair, odors, stains, and damage, with its original packaging and tags.

For hygiene reasons, opened or used pet products cannot be accepted for a change-of-mind return.

2. Personalized and final-sale items

Outside the Custom Made service, products with custom name or logo embroidery, bespoke dimensions, or other customer-specified customization cannot be returned, exchanged, or cancelled once production has begun, except where the item is defective, damaged, or different from what was ordered.

Custom Made service

Once you have agreed to the final quotation and specifications and completed payment for your formal order, we order materials specifically for your item. From that point, we cannot accept customer-initiated cancellations, specification changes, returns, exchanges or refunds for a change of mind, even if production has not yet begun. This restriction does not affect remedies for faulty, damaged or incorrect goods, or rights to cancellation, a refund or other remedies for delay, non-delivery or other non-performance where applicable law requires them. Your mandatory consumer rights remain unaffected.

The general voluntary change-of-mind return conditions in section 1 do not apply to items covered by these Custom Made terms. Mandatory consumer rights remain unaffected. Please read the Custom Made terms before your formal order.

Sale items and gift cards are not eligible for change-of-mind returns.

3. Damaged or incorrect items

If an item arrives damaged or incorrect, contact info@anberso.com promptly and include your order number and clear photographs. After verification, we will arrange an appropriate remedy and cover reasonable return shipping where a return is required.

4. Change-of-mind return costs

For an approved change-of-mind return, the customer is responsible for return shipping and any customs or import charges. Original shipping charges, where applicable, are not refundable.

5. Return authorization and address

Returns sent without prior authorization may not be accepted. After authorization, send the item to:

ANBERSO Global Returns / OPENTHEORY, Inc.
2410-3 Okawado, Matsubushi-machi, Kitakatsushika-gun
Saitama 343-0106, Japan
Phone: +81-45-633-1995

6. European Economic Area and United Kingdom

Where a statutory right of withdrawal applies, it is generally 14 days from receipt of the goods. Exceptions may apply to goods made to the customer’s specifications or clearly personalized, and to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. Mandatory local consumer rights remain unaffected.

7. Refunds

We will notify you after inspection. If approved, the refund will be issued to the original payment method within 10 business days. Your bank or payment provider may need additional time to post it.