Refund policy

Return & Refund Policy

We are committed to providing quality products and excellent customer service. Please review our Return & Refund Policy below.

1. Item Not Delivered

If your order has not been delivered within 30 days from the shipping date, you are eligible for a full refund or free replacement.

Conditions:

  • The shipping address must be correct.
  • Tracking must show the item is not delivered or lost.

To request a refund or replacement, please email:

support@petsandwe.com

Include:

  • Your order number
  • Screenshot of tracking information

2. Wrong Item Received

If you receive the wrong item, you are eligible for a full refund or free replacement.

Please provide:

  • Clear photos of the item received
  • Photo of packaging and shipping label
  • Your order number

Send proof within 48 hours of delivery to:
support@petsandwe.com

3. Damaged or Defective Item

If your item arrives damaged or defective, you are eligible for a full refund or free replacement.

Please provide:

  • Clear photos of the damaged item
  • Clear video showing the damage (if possible)
  • Photo of packaging
  • Your order number

Send proof within 48 hours of delivery to:
support@petsandwe.com

4. Change of Mind (No Return Required)

If you change your mind after receiving the item, you are eligible for a maximum 30% partial refund only.

Conditions:

  • No return is required
  • Request must be made within 30 days of delivery
  • Refund amount is limited to 30% of the product price

Full refunds are not provided for change-of-mind requests.

5. Order Cancellation

Orders can be cancelled within 2 hours of placing the order for a full refund.

After 2 hours, the order may already be processed and cancellation may not be possible.

To cancel your order, email:

support@petsandwe.com

Include:

  • Your order number
  • Subject line: "Order Cancellation Request"

6. Proof Requirement

To process refund or replacement requests, customers must provide:

  • Clear photos
  • Clear video (if applicable)
  • Order number

Send all proof to:

support@petsandwe.com

7. Refund Processing Time

Approved refunds will be processed within 3–10 business days to the original payment method.