Thank you for shopping with us. We value your satisfaction and strive to provide you with the best products and service. Please read our refund policy carefully to understand the process and conditions for refunds, replacements, and returns.

1. Refund Eligibility

We accept refund or return requests under the following conditions:

a. Products Damaged Upon Arrival

  • If your product arrives damaged, please provide clear photos or videos of the damaged item within 7 days of receipt.
  • A full or partial refund, replacement, or store credit will be offered based on the extent of the damage.

b. Incorrect Items Received

  • If the wrong product is sent, we will offer a replacement or refund. Please contact us with proof (photos) of the incorrect item within 7 days of receipt.

c. Missing Items

  • If part of your order is missing, please contact us within 7 days. We will ship the missing items or issue a partial refund.

d. Products Not Received

  • If your order is not delivered within the expected time frame (30 days for domestic orders or 60 days for international orders), please contact us for a resolution.

2. Conditions for Returns

  • Products must be unused, in their original condition, and returned with all original packaging and accessories.
  • Return requests must be made within 14 days of receiving your order.

3. Non-Refundable Items

We cannot process refunds or exchanges for the following:

  • Items damaged due to misuse or improper handling.
  • Sale or clearance items unless defective.
  • Personalized or customized products.
  • Items returned without prior approval or outside the specified return window.

4. Cancellation Policy

  • Orders can be canceled for a full refund before they are shipped.
  • Once an order has been shipped, cancellations are not allowed.

5. Refund Process

  • Approved refunds will be processed within 7 business days of receiving the returned product or approving the refund request.
  • Refunds will be issued to the original payment method. If this is not possible, store credit will be provided.

6. How to Request a Refund or Return

To request a refund, replacement, or return:

  1. Contact us at support@petsbacker.online with your order number and reason for the request.
  2. Attach necessary evidence (photos, videos, or other relevant proof).
  3. If a return is required, we will provide instructions for shipping the product back.

7. Shipping Costs for Returns

  • If the return is due to our error (e.g., damaged or incorrect item), we will cover return shipping costs.
  • For other reasons, the customer is responsible for return shipping costs.

8. Exceptions

We are not responsible for:

  • Orders lost due to incorrect or insufficient address provided by the customer.
  • Delays caused by customs, natural disasters, or other uncontrollable events.
  • Items damaged during return shipping. Please ensure returns are properly packaged.

Contact Us

For any questions or concerns regarding this policy, please contact us at support@petsbacker.online. We are here to help!