Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please follow the instructions on the returns form included with your order. Read the returns form carefully for information regarding exchanges and refunds.
If your return is due to a faulty or incorrect item received (option C or D on the returns form), please email suport@petmond.com, including photos and as much detail as possible.
Once your return is approved, we will send you instructions on how and where to send your package. Items returned for reasons C or D without prior return authorisation will not be accepted.

You can always contact us with any questions about returns at suport@petmond.com.

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Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, missing, or incorrect, so we can evaluate the issue and resolve it. Photos are required.
Missing items must be reported within 48 hours of delivery. Reports made after this period may be considered delivered and received, at our discretion.

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Exceptions / Non-returnable & Non-refundable Items

Certain types of items cannot be returned, such as hazardous materials, flammable liquids, or gases.
For hygiene reasons, we reserve the right to refuse returns of any hygiene-related products.
Please contact us if you have any questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

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Exchanges

The fastest way to ensure you receive the item you want is to return the item you have for a refund and place a new order. Our products sell out very quickly, so this is the best way to secure your preferred size or model.
Please be sure to follow the instructions provided on your returns form.

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Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, the refund will be automatically issued to your original payment method. Please note that it may take some time for your bank or credit card provider to process and post the refund.

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Shipping Costs

For items returned for a refund or exchange (reason A or B), the customer is responsible for return shipping costs.

If you are returning items due to damage or receiving an incorrect item (reason C or D), we will cover the return shipping costs and explain the process once you contact us via email at suport@petmond.com.