Return & refund policy

At PetStore.Care, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help. Please review our Return & Refund Policy below.

Return Eligibility

You may request a return within 30 days of receiving your order, provided that the item:

  • Is unused and in its original condition.

  • Is returned in its original packaging with all accessories and tags included.

  • Shows no signs of wear, damage, or misuse.

  • Is accompanied by proof of purchase or your order number.

We reserve the right to refuse returns that do not meet these requirements.

Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned, including:

  • Opened or used pet food and treats.

  • Grooming products that have been opened or used.

  • Personalized or custom-made products.

  • Gift cards.

  • Clearance or final sale items (unless defective or required by applicable law).

How to Request a Return

To start a return:

  1. Contact our customer support team through the Contact Us page on PetStore.Care.

  2. Include your order number and the reason for your return.

  3. If applicable, provide photos of the item.

  4. Wait for return instructions before sending your package.

Returns sent without prior authorization may not be accepted.

Return Shipping

Unless the return is due to our error (such as receiving the wrong item or a defective product), customers are responsible for return shipping costs.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please include:

  • Your order number.

  • A description of the issue.

  • Clear photos of the product and packaging.

Once reviewed, we will work to resolve the issue by offering a replacement, exchange, or refund where appropriate.

Refunds

After we receive and inspect your returned item, we will notify you of the status of your refund.

If your return is approved:

  • Your refund will be issued to your original payment method.

  • Refunds are typically processed within 5–10 business days, depending on your payment provider or financial institution.

Shipping charges are generally non-refundable unless the return is the result of our error or as required by applicable law.

Exchanges

If you would like a different size, color, or product, please contact our customer support team. Exchanges are subject to product availability.

If the requested item is unavailable, we may offer a refund or store credit, where applicable.

Order Cancellations

Orders may be canceled before they are processed or shipped.

If your order has already been shipped, it cannot be canceled, but you may request a return after delivery in accordance with this policy.

Late or Missing Refunds

If you have not received your refund:

  • Check your bank account or credit card statement.

  • Contact your payment provider, as processing times may vary.

  • If you have completed these steps and still have not received your refund, please contact our customer support team.

Contact Us

If you have any questions regarding this Return & Refund Policy or need assistance with a return, please contact us through the Contact Us page on PetStore.Care. Our team is always happy to help.