Refund policy

Returns and Refunds

Return window

You may request a return within 30 days of receiving your item.

Return eligibility

For change-of-mind returns, items must be unused, in their original condition, and include their original packaging and accessories. You will need your order number or proof of purchase.

These conditions do not limit your rights regarding faulty, damaged, or incorrect items under applicable consumer law.

How to request a return or refund

Email PetNest.Help11@gmail.com with your order number, the item involved, and the reason for your request. For damaged, faulty, or incorrect items, please include photos of the item and packaging if available.

Contact us before sending anything back. We will provide the appropriate return instructions and return address when a return is required. Do not return items to the address printed on the supplier’s package unless we instruct you to do so.

Return shipping costs

For change-of-mind returns, customers are responsible for return shipping costs. Original shipping charges are not refundable unless required by applicable law.

For faulty, damaged, or incorrect items, PetNest covers any necessary return shipping costs. We do not charge restocking fees.

Damaged, faulty, or incorrect items

Please contact us promptly so we can review the issue and arrange an appropriate refund or replacement at no additional cost to you.

In some cases, we may approve a refund or replacement without requiring the item to be returned. Please keep the item and packaging until we confirm whether a return is needed. If no return is required, we will let you know whether you may keep or safely dispose of the item.

Your refund or replacement is not dependent on whether our supplier reimburses us.

Exchanges and replacements

We do not offer direct exchanges for a different size, color, or product. For these requests, please arrange an eligible return and place a separate order for the item you want.

For faulty, damaged, or incorrect items, we may arrange a replacement at no additional cost. You do not need to place or pay for a new order to receive an approved replacement.

Refund processing

We will notify you of the decision after reviewing your request and, where required, receiving and inspecting the returned item.

Approved refunds will be issued to your original payment method within 10 business days. Your bank or payment provider may take additional time to display the refund. If more than 15 business days have passed since approval, contact PetNest.Help11@gmail.com.

Your legal rights

This policy does not limit mandatory rights under applicable consumer law, including applicable cancellation or withdrawal rights. Where local law provides greater protection, those requirements apply.