Refund policy
Return & Refund Policy
Last updated: August 25, 2026
We want you and your pets to love every order. If something isn't right, here's how we handle returns and refunds.
Return Window
You may request a return within 15 calendar days from the date your order is delivered. Requests submitted after 15 days from the delivery date are not eligible under our standard return policy.
Return Eligibility
To qualify for a voluntary return, items must:
- Be in the same condition as received — unused, unworn, unwashed, and undamaged
- Include all original accessories, components, and packaging where applicable
- Be accompanied by your order number or proof of purchase
Items that have been used, worn, washed, damaged, or materially altered due to customer handling are not eligible for a voluntary return.
Non-Returnable Items
The following are generally not eligible for return once opened or used:
- Consumable or perishable products
- Hygiene and grooming products that have been opened or used (for health and contamination reasons)
- Personalized or custom-made products
- Products clearly used and unable to be resold in original condition
If you are unsure whether your item qualifies, please contact us before initiating a return.
Defective, Damaged, or Incorrect Items
If your item arrived defective, was damaged in transit, or is the wrong product, these claims are handled separately from our standard return policy and are not subject to the same condition requirements. Please:
- Contact us within a reasonable time of discovering the issue
- Provide your order number and photos of the problem where possible
We will arrange an appropriate resolution, which may include a replacement, refund, or other remedy. Your rights in these situations exist independently of and in addition to our 15-day return window.
Missing Items
If your order is missing an item, contact us promptly with your order number. We will investigate and resolve the issue as quickly as possible.
How to Request a Return
- Contact us within 15 days of delivery via our Contact page or at [SUPPORT EMAIL]
- Include your order number and reason for the return
- Wait for our confirmation and return instructions before shipping anything back
Do not send items to the address shown on your shipping package. We will provide the correct return address after reviewing your request. Sending items to the wrong address may result in your return not being processed.
Return Shipping
For standard voluntary returns, the customer is responsible for return shipping costs, unless the return is due to our error (wrong item, defective product, or damage that occurred before delivery). For defective, damaged-on-arrival, or incorrect items, we will cover return shipping or arrange an alternative resolution.
Order Cancellation
You may request a modification or cancellation within 6 hours of placing your order. Cancellation is not guaranteed — it depends on fulfillment status at the time of your request. If cancellation is no longer possible, you may follow the return process after your order is delivered. Contact us immediately through our Contact page to request a cancellation.
Refunds
Once we approve your return or claim, we will process a refund to your original payment method. Please allow:
- 3–5 business days for us to process the refund after approval
- An additional 5–10 business days for your bank or card issuer to post the credit
Original shipping fees are non-refundable for voluntary returns, unless the return is due to our error or a defective/incorrect item.
Fraudulent Returns
We reserve the right to refuse returns we reasonably determine to be fraudulent, abusive, or in violation of this policy.
Contact Us
To initiate a return or for questions about this policy:
Petteps
Email: info@petteps.com
Contact Page