Refund Policy

Effective Date: [January 10, 2025]

At PETSFLOW, we strive to ensure that our customers are completely satisfied with their purchases. If you are not satisfied, please review the following refund policy for guidance on how to request a refund or exchange.

1. Return Eligibility

Due to the special nature of pet products, under normal circumstances, products will not be returned if there are no problems such as damage or functional defects.

◆Non-returnable Items:
The following items cannot be returned or refunded:

Used, worn, or damaged items
Personalized products
Clearance or final sale items
Pet food or consumables

2. Refund Process

2.1 Requesting a Refund:
To initiate a refund, please contact our customer service team at pethome@petsflow.net. Provide your order number, reason for return, and any supporting details (such as pictures of damaged items).

2.2 Return Instructions:
Once your return is approved, you will receive detailed return instructions, including the return shipping address. The customer is responsible for the return shipping costs unless the item is damaged or defective.

3. Refund Methods

3.1 Refund to Original Payment Method:
If your refund request is approved, the amount will be credited to your original payment method (credit card, PayPal, etc.).

3.2 Partial Refunds:
If the returned product is not in its original condition (e.g., damaged, used), we may issue a partial refund, depending on the condition of the item.

4. Exchanges

4.1If you receive a damaged or defective item, please contact us immediately at email:.pethome@petsflow.net. We will offer an exchange in your case (except for customized special items).

4.2 Exchanges for Other Reasons:
We do not offer exchanges for non-defective or unwanted products. Please follow the return process if you wish to return a product.

5. Shipping Costs

5.1 Return Shipping Costs:
The customer is responsible for the cost of return shipping, except for cases where the product is damaged, defective, or incorrect.

6. Refund & Return Exceptions

6.1 Change of Mind:
We do not accept returns or issue refunds for change of mind. Please ensure that you review all product details before making a purchase.

6.2 Custom Products:
Customized products, such as personalized items, cannot be returned or refunded.

7.Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, contact us via e-mail pethome@petsflow.net.

8. Changes to Refund Policy

8.1 PETSFLOW reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page and will become effective immediately.

8.2 It is your responsibility to review this policy periodically to stay informed of any updates.

◆Acknowledgment

By using our website, you acknowledge that you have read and understood this Refund Policy and agree to be bound by it.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.