Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

First, you need to contact us at customer@petcatpetdog.com and follow the steps to get a refund.

To be eligible for a full refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Any item not in its original condition is damaged or missing parts for reasons not due to our error will not be returned.

Very important!

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Cancel

1. Cancellation Before Dispatch:

Please get in touch with us at customer@petcatpetdog.com

• Cancellation within 12 hours: Free of charge, full refund.
• Cancellation after 12 hours: 5% of the item fee charged. The remaining 95% of the item fee and shipping costs will be refunded after cancellation.

NOTE:

Custom products cannot be canceled once production has started.
2. Cancellation After Dispatch:
Unfortunately, due to international logistics constraints, we are unable to cancel orders that have already been dispatched.

For cancellation requests, please contact us via email：customer@petcatpetdog.com rather than social private chat. Thank you for your understanding.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds

• If the outer package of the product you received is damaged resulting in your purchase not working properly, please contact us in time, we will contact the shipping company and refund or resend according to your request.
• If you receive the product packaging is not obviously damaged and the product has serious quality problems lead to you want to return the product we will bear the return shipping costs for you.
• If you are not satisfied with the product you received and there is no problem with the product, but you want to return it, under normal circumstances, the return shipping costs need to be paid by the customer.

We welcome customers to discuss our products and store with us, and you can always contact us by email if you have any questions.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customer@petcatpetdog.com.