Refund policy
Return & Refund Policy
At ThePetzStore, we stand behind the quality of our products and want you and your pet to be completely satisfied. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return or report an issue.
1. Damaged, Defective, or Incorrect Items Please inspect your order upon delivery. If your item arrives damaged, defective, or you received the wrong item, contact us immediately at support@thepetzstore.com with:
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Your order number.
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A clear photo or short video showing the issue.
Once verified, we will resolve it right away by sending a free replacement or issuing a full refund.
2. Standard Returns (Buyer's Remorse / Change of Mind) To be eligible for a standard return, your item must be in the same condition that you received it: unused, unwashed, free of pet hair, and in its original packaging.
To initiate a return:
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Contact our support team at support@thepetzstore.com with your order number and reason for return.
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Our team will review your request and provide the appropriate return instructions. Items sent back without prior authorization will not be accepted.
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Customers are responsible for paying the return shipping costs for non-defective returns.
3. Non-Returnable Items
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Items showing signs of use, wash, pet hair, dirt, or customer damage.
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Items returned without original packaging or missing parts.
4. Refunds Once your return is received and inspected (or your damage claim is approved), we will notify you of the approval status. If approved, your refund will be automatically processed back to your original payment method within 5–10 business days.
Please note that banks and credit card providers may take additional time to post the transaction to your account.
5. Contact Us For any questions regarding returns or refunds, please reach out to our dedicated support team:
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Email: support@thepetzstore.com
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Store: ThePetzStore.com