Return & Exchange Policy

At Pets Pak, customer satisfaction is our top priority. We want you and your pets to be completely happy with your purchase. Please read our Return & Exchange Policy carefully to understand how returns and exchanges work.

1. Eligibility for Returns & Exchanges

You may request a return or exchange if:

  • The product is damaged, defective, or incorrect
  • The request is made within 7 days of receiving the order
  • The item is unused, unwashed, and in its original packaging

⚠️ For hygiene and safety reasons, pet food, supplements, grooming items, and opened products are non-returnable, unless received damaged or defective.

2. Non-Returnable Items

The following items are not eligible for return or exchange:

  • Opened or used pet food
  • Supplements and health products
  • Grooming products once opened
  • Items purchased on sale or clearance
  • Gift cards

3. Return Process

To initiate a return or exchange:

  1. Contact our customer support team with your order number and reason for return
  2. Share clear images or videos (if the item is damaged or incorrect)
  3. Once approved, you will receive return instructions

Items sent back without prior approval may not be accepted.

4. Return Shipping

  • If the return is due to our mistake (wrong or damaged item), we will cover the return shipping cost
  • If the return is due to a change of mind, the customer is responsible for return shipping charges

5. Exchanges

  • Exchanges are subject to product availability
  • If the requested exchange item is unavailable, you may choose a refund or store credit

6. Refunds

  • Once your return is received and inspected, we will notify you of the approval or rejection
  • Approved refunds will be processed to the original payment method
  • Refunds may take 5–10 business days, depending on your bank or payment provider

7. Late or Missing Refunds

If you haven’t received a refund yet:

  • Check your bank account again
  • Contact your payment provider
  • If the issue persists, please contact us

8. Damaged or Incorrect Items

If you receive a damaged, defective, or wrong item, please contact us within 48 hours of delivery with photos/videos so we can resolve the issue quickly.

9. Contact Us

For any questions regarding returns or exchanges, feel free to contact us:

📧 Email: petspakshop@gmail.com
📞 Phone: 0304-5991167
📍 Address: Block 26C, FGEHA Flats, Street 100, G-11/3, Islamabad