Refund and Returns Policy

1. Return Conditions

We accept returns within 14 days of receiving your order, provided the following conditions are met:

  • The item has not been used, is in its original packaging, and is in the same condition as when it was received.
  • The item has not been opened, especially pet food, treats, supplements, or hygiene products (for hygiene and safety reasons).
  • The original invoice or order number is provided.

Items Not Eligible for Return

The following items cannot be returned:

  • Pet food, treats, supplements, and any edible product once opened.
  • Grooming products, shampoos, or items that have been in direct contact with pets after being opened.
  • Customized or made-to-order products.
  • Items that have been used or damaged due to improper use or handling.

2. Refund Process

Once we receive and inspect the returned item, we will notify you whether your refund request has been approved or declined.

If approved:

  • The refund will be processed using the same payment method as the original purchase within 7 to 14 business days.
  • Shipping and handling fees are non-refundable.
  • If the return is due to an error on our part (wrong or defective product), we will cover the return shipping cost.

3. Defective or Incorrect Products

If you receive a defective, damaged, or incorrect item, contact us within 48 hours of delivery and send us clear photos of the issue.

Once the issue is verified, we will arrange a replacement or a full refund at no extra cost to you.

4. How to Return an Item

  1. Contact our customer service team at [email protected] or via chat on our website, including your order number and the reason for the return.
  2. We will provide the necessary instructions and the return address.
  3. Send us the item. We recommend using a tracked shipping service.

5. Exchange Policy

We currently do not offer direct product exchanges.

If you want to exchange an item for another, return the original product for a refund and place a new order for the desired item.

6. Cancellation Policy

You may cancel your order within 24 hours of placing it and receive a full refund, as long as the order has not been processed or shipped.

Once the order has been shipped, it can no longer be cancelled and you must follow the return process above.

7. Contáctanos

If you have questions about our Refund and Returns Policy, you can reach us at:

Correo electrónico: [email protected]

Teléfono: +52 55 18175380

WhatsApp: +52 55 18175380 (petihome)

Thank you for shopping at Petihome.