Return and Refund Policy
Thanks for purchasing with Petgs
We take care to ensure all products are checked and packed before they are shipped. However, if you are not satisfied or have received a defective product:
You can contact us at firstname.lastname@example.org
If you feel are not 100% satisfied with your purchase and wish to return the item, please drop an email to email@example.com within 30 days of receiving your item and we'll help to initiate the refund process. Items sent back to us without first requesting a return will not be accepted.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
We will request for the customer to return the item to our warehouse in China. Once we received the item we will inspect and notify you on the status of your refund. If your refund is approved, we will initiate a refund to your original paying method.
Please also note that all return shipping fees are borne by the customer and the return has to be successfully received by us to verify the status and condition of the returned item. All shipping costs are non-refundable.
Damaged, Defective, Incorrect Items
If you have received products that are defected or you have received products different from your order, kindly follow the steps below:
1. Take a photo and video of the faulty item (As detailed as possible) and send us within 48 hours of receiving the shipment.
2. Explain your problem in detail.
3. Send the proof to our customer service through email - firstname.lastname@example.org
4. Our customer service department will confirm your status of refund within 48 hours
5. After reviewing the status, the customer service department will update you on your status for refund.
Ordered Not Received
Drop us an email and we will help you to check with the courier service. Sometimes, order not received maybe due to following situation:
1) Address invalid
2) Held by customs, need information from the receiver
3) Parcel arrive at post office, waiting for pickup, this situation occurs when the courier can't reach your destination/ you are not at home.
**We will not deal with the refund or resend if the tracking information shows the order is delivered.
The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, you need to pick up the package by yourself. Otherwise, the product will be returned to the sender which is our logistics company. During the return, we takes no responsibility if products have been lost.
We reserve the right to cancel orders when:
- Shipping restrictions in some places, customer service will notify you if this cancellation occurs and your fund will automatically return to your original payments within 5-10 business days.
- Product Out Of Stock
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.
Late Refunds/ Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com