Refund policy
Petopia Return & Refund Policy
At Petopia, we strive to provide high-quality cooling products for your beloved pets. Due to the nature of pet hygiene products and international shipping logistics, please read our refund policy carefully before placing an order.
1. Defective or Damaged Items Upon Arrival (Eligible for Replacement) We inspect every item before dispatch. However, if your item arrives defective or damaged:
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You must contact us within 7 days of delivery at petopiaonlinestores@gmail.com].
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Please provide clear photo/video evidence showing the defect or damage alongside your order number.
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Upon verification, we will send you a free replacement immediately at no extra cost to you.
2. Change of Mind & Hygiene Policy Due to strict health and safety standards for pet products (prevention of cross-contamination, hair, and pet dander):
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Unopened Products: We accept returns for change-of-mind within 14 days of delivery, provided the item is 100% unused, unwashed, and in its original sealed packaging.
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Opened or Used Products: For hygiene reasons, we do not accept returns or refunds for items that have been opened, used, or tested by a pet.
3. Return Shipping Costs
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Customers are strictly responsible for paying all return shipping fees. Shipping costs are non-refundable.
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We strongly recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.
4. Cancellations Orders can only be canceled within 2 hours of placing the order. Once the item has been processed or shipped out to our fulfillment facility, it cannot be canceled or modified.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.