Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at petstoral@outlook.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Petstoral will make a refund, resend, or accept the return for any of the following cases:

1. Orders Delayed.
Orders are lacking tracking information, in transit, pending, expired 45 days after orders departed from warehouse.

For some special shipping methods, Petstoral cannot deal with your disputes. (See the following important interpretation)
Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc.

2. Orders not Received.
Petstoral will not deal with the refund or resend if the tracking information shows the order is delivered.

a.
If you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b.
Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a)
Incorrect/insufficient address.
b)
No such number.
c)
Unknown recipient.
d)
Refused.
e)
Do not pick up in time.
f)
No safe delivery location.
g)
Uncleared customs.
h)
Others.
Notes:

The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, You need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company.

3. Products Damaged.
Petstoral offers a full refund or a replacement if packages arrived are badly damaged.

Petstoral offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

a.
For fragile products, a refund is highly recommended.
b.
For damaged packing boxes, Meet the Pets cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c.
For ordinary products, You shall complain or open a dispute with Petstoral within 5 days after packages are delivered.
d.
For electronic products, You shall complain or open a dispute to Petstoral within 10 days after packages are delivered.
e.
For service products, Petstoral refunds you the cost of the product which is the price in market. If you have Petstoral quality inspection service. Otherwise, Petstoral will not take any responsibility for them. (See the following important interpretation > Service products)

4. Incorrect or Missing Products.
Petstoral has a strict quality control process before products are dispatched. Petstoral will deal with incorrect or missing products as follows:

a.
For incorrect products, Petstoral offers a full refund or replacement.
b.
For products with wrong color, size which doesn't affect product function, etc., Petstoral offers a refund or resend if you provide a screenshot of you complaint including name, content and date.
c.
For parts missing which doesn’t affect product function, Petstoral may refund partially or resend the missing part; for parts missing which affect product function, Petstoral will resend the product only.
d.
For accessories, Petstoral will resend the accessories.

Notes:

For size problem, Petstoral will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

5. Orders Cancellation.
For orders cancellation, Petstoral offers a full refund before products are processed by warehouses.

a.
After payment, POD orders cannot be canceled as it is customized.
b.
After payment, private inventory orders cannot be canceled as it is special products and only available for you.
c.
After payment, video and photo orders cannot be canceled as Petstoral has planned and prepared for you after payment.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.



Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Postage costs
Customers are responsible for return postage costs

You can always contact us for any return question at petstoral@outlook.com.