At Pet Care Shop, we’re as committed to your satisfaction as we are to your pet’s grooming needs. If you’re not completely happy with your purchase, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as when you received them
  • You must provide proof of purchase (order number or receipt)

Non-Returnable Items: For health and safety reasons, we cannot accept returns on the following opened products:

  • Color shampoos and conditioners
  • Bottles and sprays (if seal is broken)
  • Deep cleaning and degreasing products
  • Personal care items like dry shampoo and no rinse shampoo

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact us within 15 days of receiving your order by emailing [email protected] with your request
  2. Provide details including your order number, the item(s) you wish to return/exchange, and the reason
  3. Wait for approval – we’ll respond within 2 business days with return instructions
  4. Ship your return using the method we specify (you’re responsible for return shipping costs unless the return is due to our error)
  5. Receive your refund or exchange once we process your returned item(s)

Return Request Template

To make your return request as efficient as possible, please include this information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Pet Care Shop Team, I would like to request a [return/exchange] for my recent order #[Your Order Number] placed on [Order Date]. Details of item(s) to return/exchange: – Product Name: – Quantity: – Reason for return/exchange: [For exchanges only] I would like to exchange for: – Product Name: – Quantity: Please let me know the next steps to complete this process. Best regards, [Your Full Name] [Your Contact Information]

Refund Processing

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days
  • Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable unless the return is due to our error

Note: Depending on your payment provider, it may take additional time for the refund to appear in your account.

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Contact us immediately at [email protected]
  • Include photos of the damaged/incorrect item and packaging
  • We’ll arrange for a replacement or refund at no additional cost to you

International Returns

For customers outside the United States:

  • Return shipping costs are the customer’s responsibility
  • We recommend using a trackable shipping service
  • Customs fees and import duties are non-refundable

If you have any questions about our returns policy, don’t hesitate to contact our friendly customer service team at [email protected].

Thank you for trusting Pet Care Shop with your pet’s grooming needs!