Refund policy

Refund Policy

Last Updated: [11/26/2025]

At [petpointusa], your satisfaction is our priority. If you’re not happy with your purchase, we’re here to help. Please read our Refund Policy below.

1. 30-Day Return Guarantee

We offer returns within 30 days of receiving your order.
To qualify for a return, your item must be:

  • Unused

  • In its original packaging

  • In the same condition as received

  • Accompanied by a receipt or proof of purchase

Pet beds, grooming items, and hygienic products cannot be returned once opened for sanitary reasons.

2. Refund Process

Once we receive and inspect your returned item, we will:

  • Notify you via email

  • Approve or reject your refund

If approved, your refund will be processed to your original payment method within 5–10 business days.

3. Damaged or Defective Items

If your item arrives damaged or defective:

  • Contact us within 48 hours of delivery

  • Provide your order number and clear photos of the issue

We will send a replacement or issue a refund depending on the situation.

4. Non-Returnable Items

The following items cannot be returned:

  • Opened grooming tools

  • Used pet toys

  • Personalized/custom pet products

  • Clearance or final-sale items

5. Late or Missing Refunds

If you haven’t received a refund after 10 business days:

  1. Check your bank or payment account

  2. Contact your bank/credit card provider

  3. If issues continue, email us at [petpointusa@gmail.com]

6. Exchanges

We only replace items if they are defective, damaged, or incorrect.
For size/variant exchanges, contact us for eligibility.

7. Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • Item arrived damaged

  • Wrong item was shipped

  • The return is due to our error

We do not refund original shipping fees.

8. Order Cancellations

Orders can be canceled within 12 hours of purchase.
Once the order is processed or shipped, we cannot cancel it.

9. How to Start a Return

To initiate a return, contact us at:

📩 Email:petpointusa@gmail.com

Your order number

  • Reason for return

  • Photos if applicable

We will send you the return address and instructions.