Refund policy
Faulty product or changed your mind?
At Pawfectly Pets, we want you to be completely satisfied with your purchase. That's why we offer hassle-free returns. As long as the item is in its original, unused condition with any seals intact and you initiate the return within 30 days of ordering it, you can expect a refund (see below for exclusions).
So, shop with confidence and experience worry-free shopping today!
GIFT CARDS/VOUCHERS
No refunds will be provided to purchased gift cards.
Item damaged in transit?
We want to make sure your order arrives in perfect condition! If you notice any damage within 24 hours of receiving your order, please contact us immediately.
To help us better assist you, please include images of the packaging and the damaged item as an insurance claim will need to be made with the carrier.
Your satisfaction is our top priority!
In order to process an order that has been damaged in transit, we absolutely must have the following:
- Take a photo of the damaged packaging that your order came in and make sure that the label and reference number are clearly visible.
- Include in the photo any packaging that your items were in.
- Include the damaged item.
- Send the photo(s) with your order number to: hello@pawfectlypets.shop
If you happen to receive an order that has been damaged in transit and this is clearly visible when your order is handed to you by the courier, please reject the delivery and send an email to hello@pawfectlypets.shop letting us know.
What can’t be returned?
We want to ensure your satisfaction, but please be aware that we are unable to process returns for health and hygiene or personal care items.
Promotional and products marked as “On Sale” (e.g., Flash sale, Black Friday, etc.).
Incorrect Shipping Address
Customers are responsible for ensuring that the shipping address provided at checkout is complete and accurate. Pawfectly Pets is not responsible for orders shipped to an incorrect or incomplete address supplied by the customer.
Refunds, replacements, or store credits will not be provided for orders that are delayed, lost, or delivered to an incorrectly addressed location due to customer error. If an incorrect address is identified before your order has been dispatched, please contact us immediately. While we will do our best to update the address, we cannot guarantee that changes can be made once an order has entered processing or has been shipped.
Need to make a return?
We've got you covered! Reach out to our fantastic customer service team at account.pawfectlypets.shop and you can book a return through the self-service portal. Any problems don't hesitate to get in touch, we're here to help!
The cost of the return is paid for by the customer when the products are not damaged in transit or faulty.
Any refunds provided are excluding shipping costs and are paid back into the original payment account, this can’t be changed. Payments are usually processed within 5 business days.