Pet Mart

Refund Policy

We want customers to receive the products they ordered in acceptable condition. This policy explains how refund requests are handled.

1. When You May Request a Refund

You may contact us if an order arrives damaged, defective, materially different from the product ordered, or if an order has not arrived within the applicable delivery timeframe after reasonable investigation.

2. Damaged or Defective Items

If an item arrives damaged or defective, contact us as soon as reasonably possible and provide your order number and clear photos or other evidence of the issue. We will review the request and may ask for additional information.

3. Wrong or Missing Items

If you receive the wrong item or an item is missing from your shipment, contact us with your order number and details of the issue. We will investigate and determine the appropriate resolution.

4. Refund Review

Refund requests are reviewed individually. If a refund is approved, the eligible amount will normally be returned to the original payment method. The time required for the refund to appear can depend on the payment provider or financial institution.

5. Shipping Costs

Where a refund is approved because of an error attributable to us, such as an incorrect or materially defective item, we will determine the appropriate treatment of related shipping costs based on the circumstances and applicable law.

6. Non-Refundable Situations

A refund may not be available where the issue results from misuse, accidental damage, unauthorized modification, or information supplied incorrectly by the customer, except where applicable law provides otherwise.