Refund Policy
Last updated: January 1, 2025
1. Refund Guarantee
PetJoy is committed to providing you with a worry-free shopping experience. Within 7 days of receiving your order, if the product has quality issues, does not match the description, or you received the wrong item, you may request a full refund or exchange.
2. Eligible Refund Conditions
- Product has quality defects or damage
- Received product does not match the order description
- Received wrong product or missing accessories
- Product was severely damaged during shipping
3. Non-Refundable Conditions
- Beyond the 7-day return period
- Product has been used or washed (except for quality issues)
- Personal preference reasons (color, size, etc.)
- Product packaging or tags have been removed
- Customized or personalized products
4. Refund Process
- Submit a refund request via [email protected] with your order number and product photos
- We will review your request within 1-2 business days
- Once approved, follow the instructions to return the product
- After receiving and verifying the returned product, refunds will be processed within 3-5 business days to your original payment method
5. Refund Methods
Refunds will be returned to the original payment method: PayPal payments will be refunded to your PayPal account; credit card payments will be refunded to the original card. Refund processing time depends on your payment provider, typically 5-10 business days. Return shipping costs are covered by PetJoy (for quality-related returns only).
6. Contact Us
To request a refund or if you have any questions, please contact: [email protected]