Return & Refund Policy
Last Updated: May 2026
At PetsnPet, customer satisfaction and pet well-being are our top priorities. We are committed to providing premium-quality pet food, grooming products, accessories, cat litter, and pet care essentials across Pakistan. If you are not completely satisfied with your purchase, our Return & Refund Policy is designed to provide a fair and transparent process while maintaining product safety and hygiene standards.
Returns & Exchanges
Customers may request a return or exchange if they receive a damaged, defective, expired, incorrect, or incomplete product. To ensure a smooth resolution, customers are encouraged to inspect their order immediately upon delivery and report any issue within the applicable return period. Products must remain unused, sealed, and in their original packaging with all tags, labels, and accessories intact to qualify for return or exchange consideration.
For hygiene, safety, and quality assurance reasons, certain products including opened pet food, used grooming items, litter products, treats, supplements, medicines, and hygiene-sensitive items may not be eligible for return once opened or used. PetsnPet reserves the right to reject returns that do not meet our inspection and eligibility requirements.
Damaged, Wrong, or Defective Products
If a customer receives a product that is damaged during delivery, defective, expired, or different from the order placed, PetsnPet will review the complaint and may offer a replacement, exchange, store credit, or refund after verification. Customers may be asked to provide clear photographs, videos, order details, or packaging evidence to support the claim.
Our team carefully reviews each case to maintain fairness and prevent misuse of the return process. Claims submitted after excessive delay or without sufficient proof may not qualify for approval.
Refund Process
Approved refunds are processed using the original payment method whenever possible. Depending on the payment provider, banking channels, or digital wallet services, refund processing times may vary. Shipping charges, handling fees, payment gateway charges, or service fees may be non-refundable unless the issue was caused directly by PetsnPet.
Refunds will only be issued after the returned product has been received, inspected, and approved by our quality assurance team. PetsnPet reserves the right to deny refunds for products that are found to be used, damaged by the customer, tampered with, or returned in unacceptable condition.
Order Cancellation
Orders may be canceled before dispatch by contacting our support team as soon as possible. Once an order has been shipped or handed over to the courier company, cancellation requests may not be accepted. PetsnPet also reserves the right to cancel any order due to stock unavailability, pricing errors, suspected fraudulent activity, incomplete customer information, or circumstances beyond our operational control.
In the event of a prepaid order cancellation approved by PetsnPet, eligible refunds will be processed accordingly.
Non-Returnable Items
For the safety and hygiene of pets, certain categories of products are strictly non-returnable once opened, used, or consumed. These may include pet food, treats, supplements, medicines, grooming liquids, litter products, clearance items, customized products, and promotional bundle offers. Products purchased during special sales, clearance campaigns, or discount promotions may also be marked as final sale and may not qualify for refund or exchange.
Delivery & Shipping Responsibility
Customers are responsible for providing accurate shipping details including full address, contact number, and delivery instructions. PetsnPet shall not be responsible for failed deliveries, delays, or additional shipping charges caused by incorrect customer information, unavailable recipients, courier limitations, weather conditions, strikes, or other circumstances beyond our control.
In cases where parcels are refused without valid reason or remain unclaimed, additional delivery or return shipping charges may apply.
Fraud Prevention & Abuse Protection
PetsnPet maintains strict monitoring against fraudulent refund requests, false claims, product misuse, excessive return behavior, or policy abuse. Any suspicious activity may result in rejection of claims, account suspension, legal reporting, or permanent restriction from future purchases.
We reserve the right to request additional verification before approving refunds, replacements, or exchanges to ensure a secure and fair shopping experience for all customers.
Customer Support
Our support team is always available to assist customers regarding returns, exchanges, refunds, delivery concerns, or product-related issues. We aim to resolve all legitimate concerns professionally and efficiently while ensuring the best possible experience for pets and their owners.
For assistance, customers may contact:
PetsnPet
Pakistan Trusted Online Pet Store
WhatsApp: +92 334 3615887
Email: info@petsnpet.com