Refund policy

Return & Refund Policy

We accept return requests for eligible products within 15 days of delivery.
To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging. You may also be required to provide proof of purchase.
Certain products may not be eligible for returns due to their nature, including personalized, customized, made-to-order, or print-on-demand products, unless they arrive defective, damaged, or incorrect.

Eligibility for Returns
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. You will also need the receipt or proof of purchase.

Return Process
To start a return, please contact us at cs@petmary.com with your order number and reason for return. 
Returns must be approved by our support team before being sent back. Items returned without prior approval will not be accepted.

Customers must contact us before returning any item. Returns sent without authorization will not be accepted.

Damages and Issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and provide a solution as quickly as possible.

Refunds
For approved returns, refunds will be processed to the original payment method within 5–10 business days after the return is received and approved.
For defective, damaged, or incorrect products, we may request photos or other information to verify the issue before providing a refund, replacement, or other appropriate resolution.

Non-Returnable Items
Certain items such as used products, customized items, and hygiene-related products cannot be returned unless they arrive damaged or defective.

Shipping Costs
Customers are responsible for return shipping costs for returns due to buyer's remorse, change of mind, or incorrect orders placed by the customer. Original shipping charges are generally non-refundable for these returns.
If an item is defective, damaged, or incorrect due to an error on our part or our fulfillment partner's part, we will work with the customer to determine an appropriate resolution.

Additional Return Conditions

Refunds for lost, damaged, or incorrect items are subject to verification and approval based on our supplier's investigation.

Please do not return any item to the address on the package. Contact us first to receive the correct return instructions.

Contact
For any return or refund questions, please contact us at:

petmary store

Email: cs@petmary.com