Refund policy

Last updated: July 12, 2026

Thank you for shopping with PetEssentials. We want you to have a great experience with every purchase. Please read our Refund & Return Policy carefully before placing an order.

We accept return requests within 30 days of the delivery date for items that arrive:

• Damaged or defective

• Incorrect (you received the wrong product)

• Missing parts due to a manufacturing or fulfilment error

To request a return or replacement, please contact us within 30 days of receiving your order and include:

• Your order number

• A description of the issue

• Clear photos or videos showing the problem

Non-Returnable Items

We do not accept returns or refunds for:

• Change of mind

• Ordering the wrong size, colour, or product

• Minor colour differences caused by screen settings

• Normal wear and tear

• Products that have been used, washed, or damaged after delivery

Once your request has been reviewed and approved, we will either:

• Issue a full or partial refund to your original payment method, or

• Send a replacement product at no additional cost, depending on the situation.

Approved refunds are typically processed within 5–10 business days, although your bank or payment provider may take additional time to post the funds.

Orders may be canceled only before they have been processed for shipment. Once an order has been processed or shipped, it cannot be canceled.

If your package appears to be lost or has not arrived within the estimated delivery timeframe, please contact us. We will work with our fulfilment partner and shipping carrier to investigate and provide an appropriate solution.

Contact Us

If you have any questions about this policy or need assistance with your order, please contact our customer support team through our Contact Us page or by email. We are committed to helping you as quickly as possible.