RETURN AND REFUND POLICY

At petz Dreamz, your satisfaction matters to us. We want you and your pet to enjoy your shopping experience. If something isn't right with your order, please contact us so we can help.

1. Return Eligibility

You may request a return within [insert your return period, such as 30 days] of receiving your order, provided the item meets our return conditions.

To qualify for a return:

  • The item must be unused, in its original condition, and returned with its original packaging where applicable.

  • You must provide your order number or proof of purchase.

  • You must contact us and receive return instructions before sending an item back.

Some products may not be eligible for return for hygiene, safety, personalization, or other legitimate reasons. Any exclusions will be communicated clearly and will not limit rights that cannot legally be excluded.

2. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If you receive an item that is damaged, defective, or different from what you ordered, contact us at [your customer support email] as soon as possible.

Please include your order number, a description of the issue, and clear photographs where appropriate. We will review your request and explain the available resolution, which may include a replacement, refund, or another remedy as required by applicable law.

3. How to Request a Return

To start a return, email [your customer support email] with:

  • Your order number.

  • The item you wish to return.

  • The reason for the return.

  • Photographs, if the item is damaged, defective, or incorrect.

Please wait for our instructions before returning the item. Returns sent without prior authorization may take longer to process.

4. Return Shipping Costs

If the return is due to a change of mind or another reason not caused by an error on our part, the customer is responsible for return shipping costs unless otherwise stated or required by law.

If the item is damaged, defective, incorrect, or the return is otherwise our responsibility, we will explain the appropriate return-shipping arrangement.

Original shipping charges and any applicable fees will be handled in accordance with the circumstances of the return and applicable law.

5. Refunds

Once an approved return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will generally be issued to the original payment method. Please allow [insert your refund-processing timeframe] for us to process an approved refund. Your bank or payment provider may require additional time to post the funds.

If a refund is delayed beyond the stated timeframe, please contact us at [your customer support email].

6. Exchanges

If you need a different size, color, or product, contact us to discuss the available options. Exchanges depend on product availability and our return conditions.

7. Cancellations

If you need to cancel an order, contact us as soon as possible. We cannot guarantee cancellation once an order has entered processing, been dispatched, or otherwise become ineligible for cancellation. Your statutory cancellation rights, where applicable, remain unaffected.

8. Contact Us

For questions about returns, refunds, or exchanges, contact:

Store: petz Dreamz
Email: [your customer support email]
Business address: [your business mailing address, if applicable]

We appreciate your trust in petz Dreamz and will do our best to help resolve your concerns fairly.