Return & Refund Policy

Last Updated: July 21, 2026

At Petsvie.shop, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help.

Please read this Return & Refund Policy carefully before requesting a return or refund.

1. Return Eligibility

We offer a 30-day return policy, which means you have 30 days from the date your order is delivered to request a return.

To be eligible for a return, your item must:

• Be unused and in its original condition.

• Be returned with all original packaging, labels, accessories, and manuals.

• Not show signs of damage caused by misuse, improper handling, or normal wear and tear.

• Be accompanied by proof of purchase, such as your order confirmation or receipt.

Items returned without prior approval may not be accepted.

2. How to Request a Return

To start a return, please contact our customer support team.

Please include the following information:

• Your full name

• Order number

• Email address used for the purchase

• Product name

• Reason for the return

• Clear photos of the item (if damaged, defective, or incorrect)

 

Our support team will review your request and provide return instructions.

Please do not send products back without receiving return authorization.

3. Return Shipping

Unless the item is damaged, defective, or incorrect due to our error, customers are responsible for return shipping costs.

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned packages.

Petsvie.shop is not responsible for returns lost or damaged during transit.

4. Damaged, Defective, or Incorrect Items

If your order arrives:

• Damaged

• Defective

• Missing parts

• Incorrect item received

Please contact us within 48 hours of delivery.

Include:

• Your order number

• Photos of the product

• Photos of the packaging

• A description of the issue

If the claim is approved, we will, at our discretion:

• Send a replacement item,

• Send the missing part,

• Offer a full refund, or

• Offer a partial refund if appropriate.

5. Non-Returnable Items

For hygiene and safety reasons, certain products cannot be returned.

These include:

• Used pet products

• Chewed or damaged pet toys

• Opened grooming products

• Personalized or customized items

• Gift cards

• Clearance or final sale items

• Products marked as non-returnable on the product page

6. Change of Mind

If you simply change your mind after receiving your order, you may request a return within 30 days provided the item:

• Has not been used

• Is unopened

• Is in its original packaging

• Meets all return eligibility requirements

Customers are responsible for return shipping costs for change-of-mind returns.

7. Order Cancellation

Orders may be cancelled only before they have been processed or shipped.

If your order has already been dispatched, it cannot be cancelled. You may instead request a return after delivery if the item is eligible.

8. Refund Process

Once we receive and inspect your returned item, we will notify you of the outcome.

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

Refunds typically take 5–10 business days to appear in your account, depending on your bank or payment provider.

Shipping charges are generally non-refundable unless the return is due to our error.

9. Partial Refunds

In some cases, a partial refund may be issued for items that:

• Are returned with missing accessories

• Have damaged or missing original packaging

• Show minor signs of handling

• Are returned outside the recommended condition but still have resale value

The refund amount will be determined after inspection.

10. Exchanges

We currently replace items only if they are:

• Defective

• Damaged

• Incorrectly shipped

If you need an exchange, please contact us at:

11. Lost or Stolen Packages

Petsvie.shop is not responsible for packages marked as delivered by the shipping carrier but reported as lost or stolen afterward.

If you believe your package is missing, please contact the shipping carrier first. We will do our best to assist you in locating the shipment.

12. Refused Deliveries

If a customer refuses delivery or provides an incorrect shipping address that results in the package being returned, any refund issued may be reduced by the original shipping cost and any return shipping fees charged to us.

13. Chargebacks

If you experience an issue with your order, please contact us before initiating a chargeback with your payment provider.

We are committed to resolving customer concerns quickly and fairly.

14. Contact Us

If you have any questions regarding returns or refunds, please contact our customer support team.

Petsvie.shop

We aim to respond to all inquiries within 24–48 business hours.