Refund & Return Policy

14-Day Refund & Return Policy

Thank you for shopping with us! We care deeply about your pet's happiness and satisfaction. We understand that sometimes a product may not be the perfect fit for your furry, feathered, or scaled family member. That is why we offer a straightforward 14-day return and refund window from the date your delivery arrives.

Quick Summary of Our Policy

  • Return Window: 14 days from delivery confirmation.

  • Condition: Items must be unused, unwashed, and in original packaging with tags attached.

  • Exclusions: Perishable goods (treats/food), personalized items, and gift cards.

  • Return Shipping: Customer covers return shipping unless the item arrived damaged or defective.

1. Eligibility Requirements for Returns

To qualify for a full refund, your item must meet the following criteria:

  • The return request must be initiated within 14 calendar days of the tracking link showing "Delivered."

  • Products must be in their original, pristine condition—unused, unwashed, and entirely free of pet hair, odor, stains, or signs of wear.

  • All original packaging, tags, manuals, and accessories must be intact and included in the return package.

  • A valid proof of purchase (such as your Shopify order number or email confirmation) is required.

2. Non-Returnable & Exempt Items

For safety, hygiene, and health reasons, certain categories of pet products cannot be returned or refunded. Please review these exemptions carefully:

  • Pet Food, Treats & Supplements: Strictly non-returnable once shipped due to health, safety, and cross-contamination regulations.

  • Personalized & Custom Items: Custom-engraved ID tags, custom-printed beds, or custom-tailored apparel are final sale and cannot be returned.

  • Hygiene & Grooming Products: Opened shampoos, brushes, pet toothbrushes, and litter boxes cannot be returned if unsealed or used.

  • Sale & Clearance Items: Only regular-priced items may be refunded. Items explicitly marked as "Final Sale" are non-refundable.

3. The Return Process: Step-by-Step

We try to make the process as easy as possible for busy pet parents. Follow these steps to initiate your return:

  1. Contact Us: Send an Email to our store or our Email (petifystore231@gmail.com) with your Order Number and the reason for the return. Feel free to attach photos if it helps explain the issue.

  2. Review & Approval: Our support team will review your request within 1–2 business days. If approved, we will provide you with the return mailing address and instructions.

  3. Pack & Ship: Securely pack the item in its original packaging to ensure it isn't damaged during transit. Mail the package using a trackable shipping service of your choice.

Note: Customers are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable. We highly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

4. Damaged, Defective, or Incorrect Items

If you receive a product that is broken, defective, or if we accidentally shipped the wrong item for your pet, please contact us immediately within 48 hours of delivery. In these instances, we will waive the return shipping costs and provide a prepaid shipping label or send a replacement free of charge. Please include clear photos of the damaged item and packaging in your initial email.

5. Refunds & Processing Times

Once your return is received and inspected by our warehouse team, we will send you an email notifying you that we have received your item and whether your refund has been approved or rejected based on its condition.

If approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment (Credit Card, PayPal, Apple Pay, etc.) within 5 to 10 business days, depending on your financial institution's processing speeds.

6. Exchanges

The fastest way to ensure your pet gets what they need (such as swapping for a larger harness or a different color collar) is to return the item you have under this policy, and once the return is accepted, make a separate new purchase for the correct item.

Questions about your order? Our support team is here to help you and your pet. Reach out anytime at (petifystore231@gmail.com) or through our Contact Us page.