Refund policy

🐶 PetNest – Return & Refund Policy

At PetNest, we want every product you receive to bring comfort, safety, and happiness to your pet. If something doesn’t feel right with your order, we’re here to help — simply, fairly, and with care 🐾

✅ Eligibility for a Refund

You may request a return or refund within 14 days of receiving your order if:

  • You contact us within this timeframe
  • The item is unused and in original packaging
  • The item arrived damaged, defective, or incorrect

🚫 Non-Refundable Items

We cannot accept returns for:

  • ❌ Items that have been used, worn, or damaged after delivery
  • ❌ Items returned without original packaging (if required)
  • ❌ Custom or made-to-order items
  • ❌ Final sale or heavily discounted products
  • ❌ Items marked as non-returnable at checkout

📝 How to Request a Return

To start a return, please contact our support team and provide:

  • Your order number
  • A brief explanation of the issue
  • Clear photos of the item and packaging (if applicable)

Once reviewed, we’ll guide you through the next steps.

🔄 Return & Refund Process

1) Review & Approval

Our team will assess your request and may ask for additional details if needed.

2) Return Instructions

If approved, we will provide:

  • Return shipping instructions
  • Return address

📦 Return shipping costs are the customer’s responsibility, unless the item is defective, damaged, or incorrect.

3) Refund Issuance

Once the returned item is received and approved:

  • Your refund will be issued to your original payment method

⏳ Please allow 5–7 business days for the refund to appear (depending on your payment provider)

📌 Important Notes

  • All returns must be pre-approved before sending back
  • Items must be returned in original condition and packaging
  • Shipping fees are non-refundable (unless item is damaged or incorrect)
  • Returns showing signs of use, mishandling, or pet-related damage (chewing, scratching) may be declined
  • Excessive or suspicious return activity may result in refusal

💬 Need Help?

We’re here to support you every step of the way 🐾
👉 Visit our Contact Us page and our team will ensure your PetNest experience stays smooth and worry-free.