At Petdays, we always prioritize customer satisfaction. Therefore, we are committed to providing you with the most flexible and convenient return and exchange policy. Below are the terms and conditions of the return and exchange policy when products encounter issues.

Conditions for Return and Exchange

Product defects from the manufacturer: If the product you receive has defects from the manufacturer such as damaged packaging, broken products, or quality not as described, you can request a return or exchange.

Products damaged during transportation: If the product is damaged during transportation, you need to take photos of the product’s condition immediately upon receipt and inform us within 48 hours.

Product not matching the order: If the product you receive does not match the order (wrong type, wrong size, or wrong quantity), you can request a return or exchange.

Return and Exchange Timeframe

Timeframe for requesting a return or exchange: You can request to return or exchange a product within 7 days from the date of receipt.

Processing time for requests: We will process your return or exchange request within 3-5 business days from receiving the information and the returned product.

Return and Exchange Process

Contact us: Please contact our customer care department via the phone number or email provided on the website. Provide information about the order, the product with issues, and the reason for the return or exchange.

Confirmation of return or exchange request: Upon receiving your request, we will confirm and guide you through the next steps to return the product.

Send back the product: Please carefully package the product for return and send it to us at the provided address. Ensure that the product is returned in its original condition and include the purchase invoice.

Inspection and processing: Upon receiving the returned product, we will inspect and confirm the product’s condition. If the product meets the return or exchange conditions, we will proceed to send you a new product or refund based on your request.

Return and Exchange Costs

Return or exchange due to our fault: In cases where the product encounters issues due to manufacturer defects, damage during transportation, or incorrect orders, we will fully bear the return or exchange costs.

Return or exchange for other reasons: If you want to return or exchange a product for personal reasons (not our fault), you will be responsible for the return shipping costs.

Refund Policy

Bank transfer refund: We will refund you via bank transfer within 5-7 business days after confirming the returned product.

E-wallet refund: If you made payment through an e-wallet, we will refund the amount to your e-wallet within 3-5 business days.