Return policy

Return Policy - PET-DIY

At PET-DIY, we want you to be completely satisfied with your purchase. If you are not happy with your item, we’re here to help. Please read our return policy below to understand your rights and how we handle returns.

1. Returns

We accept returns on non-customized products within 30 days of delivery. To be eligible for a return, the following conditions must be met:

  • The item must be unused, in original condition, and with all original tags and packaging.

  • The item must be returned within 30 days from the date of delivery.

  • Customized or personalized items (such as custom pet photos, names, or engravings) cannot be returned unless they are damaged or defective.

2. How to Initiate a Return

To initiate a return, please contact our customer support team at [Your Contact Email]. Please provide the following information:

  • Order number

  • The item(s) you wish to return

  • Reason for return (optional)

Our team will provide you with a return shipping address and further instructions.

3. Return Shipping Costs

  • Return Shipping: The customer is responsible for the cost of return shipping, unless the item is defective, damaged, or incorrect.

  • Free Returns: In certain cases (such as receiving a defective or wrong item), we will cover the cost of return shipping.

4. Refunds

Once we receive your returned item(s), we will process your refund. Refunds will be issued to the original payment method used for the purchase.

  • Processing Time: Refunds are typically processed within 7–10 business days after we receive the returned product.

  • Restocking Fees: In some cases, a restocking fee may apply to returned items. This will be specified at the time of return approval.

5. Damaged or Defective Items

If you received a damaged or defective item, please contact us immediately at [Your Contact Email] with photos of the damage or defect. We will work with you to resolve the issue, which may include a full refund, replacement, or store credit.

6. Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item for a different size or color, please follow our return process and place a new order for the desired item.

7. Items Not Eligible for Return

  • Personalized or customized products (such as custom pet photo items, engraved products, etc.), unless the item is defective or incorrect.

  • Products that are used or in unsellable condition.

  • Products returned after the 30-day return window.

8. Late Returns

Returns made after the 30-day period are not accepted unless authorized by our customer support team due to extenuating circumstances.

This policy covers the most common situations, but feel free to modify it depending on the specific needs of your store or the legal requirements of the region you sell in.