Return and Refund Policy

Refund Policy

Last Updated: August 18, 2026

At PetsCares, we want you to feel confident when shopping with us. If you are eligible for a refund, we will process it according to the terms below.

1. Refund Eligibility

A refund may be available when:

  • You receive a damaged or defective product.

  • You receive the wrong product.

  • Your return request is approved under our Return Policy.

  • An order is canceled by PetsCares before shipment due to product unavailability or another valid reason.

Products must meet the applicable return requirements before a refund can be approved.

2. Refund Process

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

If approved, the refund will be issued to your original payment method whenever possible.

The time it takes for the refund to appear in your account depends on your bank, card issuer, or payment provider.

3. Shipping Charges

Original shipping charges are generally non-refundable unless the refund is due to an error on our part, such as sending an incorrect, damaged, or defective product.

Return shipping costs may be the customer's responsibility unless otherwise agreed.

4. Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us promptly with your order number and clear photos or videos of the product and packaging.

After reviewing your request, we may offer a replacement, exchange, or refund where appropriate.

5. Non-Refundable Products

Certain products may not qualify for a refund for health, hygiene, safety, personalization, or other legitimate reasons. Products that have been used, damaged by the customer, or returned without meeting our return requirements may also be ineligible.

6. Sale & Promotional Items

Products purchased during special promotions or clearance sales may have different refund or return conditions. Any applicable restrictions will be stated at the time of purchase.

7. Order Cancellations

If you wish to cancel an order, contact us as soon as possible. Cancellation may not be possible once an order has been processed or shipped.

If an eligible cancellation is approved, the applicable payment will be refunded.

8. Contact Us

For refund questions or requests, please contact our customer support team through the contact information provided on our PetsCares Shopify store.

Please include your order number, product name, and reason for the refund request.

PetsCares — Caring for Pets, Every Step of the Way. 🐾