Overview

We understand that products sometimes don’t meet expectations or things don’t work out as they should, which is why we give you the peace of mind of a replacement if the product doesn’t meet your needs, or a full refund if it’s found to be defective.

This policy is to give you comfort that, subject to the conditions below, if any product purchased from Petzome is defective or not suitable for you/your pet, we will happily replace the product or offer you a store credit for your return.

For all return requests please contact support@petzome.com and include the following information:

• Order number
• Order name
• Items that you wish to return
• Reason for return

Returns Policy

The customer is responsible for the cost of an item’s return, unless there was an error on our behalf. Due to the nature of couriers, it may cost more to send an item back to us than us shipping it out to you.

A Petzome customer service representative must be contacted before returning goods. We can only offer refunds when we have arranged the return shipping. A return shipping label will be provided and is to be clearly attached to the parcel. The parcel can then be dropped off at any post office or post office box.

Which products can I return?

We have a 30 day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging.

What products cannot be returned?

Returns will not be accepted in the following circumstances:

• Any return request that is submitted post 30 days of the order being delivered
• The product has been used or altered in any way or form
• The product has been damaged through abnormal use i.e. incorrect use by you
• The returned product does not have the original packaging, labels etc or if the original packaging has been damaged e.g. torn.

We cannot offer refunds or exchanges on food, treats or any edible items that are opened due to strict health policies. Please make your selections carefully, and double check your order before submitting.

Refunds Policy

Once your return is received and inspected to ensure that they meet our return requirements listed above, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Please note this may take 1-5 business days from the date of receipt.

If your return is approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. This may take approximately 3 – 7 business days for your bank to process the refund and post it to your account.

Late or missing refunds (if applicable)

If you haven’t received a refund after 7 business days, first check your bank account again, as sometimes transactions take some time to be officially posted.

Next, please contact your credit card or bank institution for an update.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@petzome.com.

Damaged Or Faulty Items

If you received a damaged shipment or wrong item Please include your order number, contact details, details of the fault/damage/item and a photo or video, if possible, of the fault/damage/item to support@petzome.com, we will work with you to resolve the issue. We only replace items if they are defective or damaged. If you need to exchange it for the same item.

We Are Here To Help.

If you’d have any questions and need our assistance, don’t hesitate to contact us at our email – support@petzome.com. We’ll get back to you as soon as we can.