Refund policy

Return & Refund Policy

Customers have the right to request a refund within 14 days from the date of receiving the order, without providing any reason or facing any inconvenience, with hassle free process. If customer not eligible for free return, full refund will be issued except shipping fees of the order and after charging the actual shipping cost for returning the order.

Eligibility for Order Return

To be eligible for a return:

  • The item must be in the same condition as received — unused or unworn, with its original tags and packaging.
  • A purchase receipt or proof of purchase must be provided.

To initiate a return, please contact us at:
📧 info@petfriendstores.com  Or whatsapp Link.

Free Return Eligibility

Customers are eligible to free returns with full refund of total value of order including shipping fees and without charging return shipping fees, it is only in the following cases:

  • The customer received the wrong product.
  • The product was damaged upon delivery.
  • The product received was expired.

Note : Defects in orders must be reported within 48 hours of receiving the order from the delivery representative or the shipping company. The delivery time is determined based on the shipment management system of our contracted shipping partners.

Damages and Issues

Please check your order upon receipt and contact us immediately after delivering, if the item is defective, damaged, or incorrect, so that we can evaluate the issue and resolve it promptly, we do not consider complaints about order defects after 48 hours of delivering order.

Exchanges

  • Exchange fees is 1.4 X 1st shipping fee of your shipping address area located in shipping fees table found in our shipping policy page.
  • If the exchange order value is double of the return order value, we will not add extra charge on shipping fees.

Note: For orders weighing more than 25 kg, additional charges will apply. Each 25 kg package will be billed separately for return or exchange shipping.
For example, if your order weighs 50 kg, the return or exchange cost will be twice the shipping fee of a 25 kg order.

Refund Processing

You will be notified once we receive and inspect your return. We will inform you when the refund has been approved.

After Refund approve, it will be processed automatically to your original payment method within 7 business days.

Please note that it may take additional time for your bank or credit card provider to process and post the refund.

If more than 10 business days have passed since your refund approval, please contact us at info@petfriendstores.com.

For cash on delivery customers you should provide us with your bank account number (14 digits), bank name, and account holder name, or you may alternatively provide your InstaPay phone number or mobile wallet phone number.

Actual Shipping Cost for Returns

Note: You will be responsible for the actual shipping cost of the return if you simply changed your mind about keeping the product, or if our inspection determines that you are not eligible for a free return.

The actual shipping cost is calculated as:
not less than 1.2 and not more than 1.4 × the shipping rate of the first price category listed in our shipping rate table.