Refunds & Exchanges
Refunds & Exchanges
First of all, we would like to thank you for your purchase. Please read the description of the product, the shipping policy and the refund policy carefully before you place an order to ensure this remains consistent with your wishes.
For non-custom products in AU & US:
- Customers are entitled to a replacement or refund within 14 days due to major defects in product quality.
- PETOMG is not directly responsible for loss or any products damaged during shipping. We will assist you in filing a claim with the shipment carrier. Please keep all packing materials and damaged goods until you file a claim.
- Our 14 day return policy means that you have 14 days to initiate a return after you have received your package. Your item must be in the same condition as you received it, unworn, with full tags and in its original packaging. You will also need to provide your order number or proof of purchase. You will not be liable for the logistics costs of returning the goods. A full refund will be issued within 48 hours (working days) after we have received your return and confirmed that it is as described above.Under normal circumstances, the refund arrival time is within 10 working days, and the specific arrival time is subject to the announcement of the bank handling the refund.
- If the delivery you receive is different from the description due to warehouse reasons, you will need to provide us with the order number and the actual product information received. After our confirmation, you can choose one of the following two options: (a) we will replace the correct or missing product for you within 48 hours (working days) free of charge; (b) you may choose to return the product, in which case you will not be liable for the logistics costs of returning the goods. Your full refund will be completed within 48 hours (working days) after we have received the product. Under normal circumstances, the refund arrival time is within 10 working days, and the specific arrival time is subject to the announcement of the bank handling the refund.
- In case of other special circumstances with a return request, please contact us for feedback on your situation and we will coordinate the processing of your return request.
- We will reply to you by email within 48 hours (working days) of receiving your return request in any case to represent your order in the after-sales process.
NOTE:
Please be advised that change-of-mind returns, exchanges, and refunds are not accepted. Customers are entitled to replacements or refunds for major defects with our products within 14 days, as stated in consumer guarantees.
For custom orders:
- All orders will only accept refunds for major defects in product quality. You need to submit within 7 calendar days of receipt of the goods.
- PETOMG is not directly responsible for loss or any products damaged during shipping. We will assist you in filing a claim with the shipment carrier. Please keep all packing materials and damaged goods until you file a claim.
- Our 7 day refund policy means that you have 7 days to initiate a refund after you have received your package. You need to provide proofs (including but not limited to videos, photos, etc.) that prove major defects in product quality. You will also need to provide your order number or proof of purchase. A full refund will be issued within 48 hours (working days) after we have confirmed that it is as described above.Under normal circumstances, the refund arrival time is within 10 working days, and the specific arrival time is subject to the announcement of the bank handling the refund.
- In case of other special circumstances with a refund request, please contact us for feedback on your situation and we will coordinate the processing of your refund request.
- We will reply to you by email within 48 hours (working days) of receiving your refund request in any case to represent your order in the after-sales process.
NOTE:
Please be advised that change-of-mind returns, exchanges, and refunds are not accepted. Customers are entitled to refunds for major defects with our products within 7 days, as stated in consumer guarantees.
The following circumstances may affect your return or exchange:
1. No returns/refunds will be accepted without prior notice to us and we may refuse to accept your parcel and be disqualified from returning it as a result.
2. No delivery received due to discrepancy between the actual delivery address and the order address.
3. Delivery delay caused by other unavoidable factors, including but not limited to bad weather or road control, etc.
You can always contact us for any return/refund question at support@petomg.com.
