Refund policy

Refund, Resend & Returns Policy

At pets, we are committed to providing excellent customer service and satisfaction. Please review the following Refund, Resend, and Returns Policy for more information on how we handle your orders.

⚠️ All disputes must be submitted through the appropriate platform. Failure to do so may result in permanent account suspension.

✅ What Qualifies for Refund, Resend, or Return

We will process a refund, resend, or return in the following cases:

1. Order Delays

Orders that are lacking tracking information or are pending for over 60 days after departure. Specific timelines may apply depending on the country and shipping method:

  • USA: 45 days after departure.

  • Brazil: 110 days after departure due to customs delays.

  • Other Shipping Methods: 100 days for orders shipped via certain lines.

Important Note: Orders may be delayed if they are waiting for collection at the local post office. Please check with your local courier before submitting a dispute.

2. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us immediately at langmakara122@gmail.com. You must provide:

  • Photos or videos of the damaged item.

  • A photo of the shipping label on the package.

3. Incorrect Items Sent

If the item received is completely different from what you ordered (wrong color, wrong size, or wrong product), we will offer a resend or a full refund.

4. Missing Items

For orders with missing items in a multi-item package, we will provide a partial refund for the missing parts or resend the missing items.

5. Logistics Issues

  • Package returned to sender: If the package is returned due to a logistics error on our end, we will resend the package for free or offer a full refund.

  • Incorrect Address: Please note that we cannot offer refunds if the package was not delivered due to an incorrect address provided by the customer or if the customer was unavailable to receive the package.

Dispute Process

To start a dispute for a refund, resend, or return, please follow these steps:

  1. Contact us via email at langmakara122@gmail.com.

  2. Provide your order number and clear evidence (photos/videos) of the issue.

  3. Our team will review your request and provide a resolution within 3-5 business days.

Refund Timeline

Once a refund is approved, it will be automatically processed back to your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to post the transaction.