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.
We will work with you to make sure you are satisfied with your purchase - if you are not satisfied with the product, neither are we! Please give us the chance to work with you to find a resolution via email at support@petomg.com with the description of the issue along with pictures or video.
If you would still like to proceed with a return, let us know within 45 days after you receive the package and we will provide a return label. Please repack your product in the original packaging (if possible), paste the label on the box, and send back to our warehouse. You will not be liable for the logistics costs of returning the items. A full refund will be issued within 48 hours (working days) after we have received your return and inspected. 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. Returns will not be allowed after 45 days unless an extension is granted.
If the delivery you receive is different from the description due to warehouse reasons, you will need to email us at support@petomg.com and 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 or damaged with our products within 45 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.
