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Refund & Returns Policy

RETURNS:

Our returns policy lasts for 14 days. If 14 days have gone by since receiving your order, unfortunately, we can’t offer you a refund or exchange.

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

Several types of goods are exempt from being returned. Perishable goods cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

ADDITIONAL NON-RETURNABLE ITEMS:

Gift cards
Downloadable software products
Some health and personal care items


REFUNDS (IF APPLICABLE)

We do not refund for any change of mind purchases. As per Consumer Affairs and under the Fair Trade Authority, we can only offer an exchange or credit for any change of mind orders. Any exchanges or credits must be made prior to the order being shipped.

If your item has a fault and is by no fault of your own, please email us at info@petswelcome.com to advise us and obtain a return address.

Once your return is received and inspected, 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.

If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

This excludes customer input errors such as incorrect addresses and missing apartment/unit numbers. Please ensure your full address is entered correctly at the checkout prior to completing your order.

*Please note that shipping costs are non-refundable

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

EXCHANGES (IF APPLICABLE)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@petswelcome.com.

SHIPPING

To return your product, you should email us at info@petswelcome.com, where we will supply an address for delivery.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable unless your item has been declared faulty by no fault of your own.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.