Refund policy

Last updated: May 13, 2026

We want you to love what you ordered. If something isn't right, we'll make it right.

30-Day Return Window

You have 30 days from the date you receive your item to request a return. To be eligible, your item must be unused and in the same condition that you received it, in its original packaging.

How to Start a Return

To initiate a return, contact us at hello@pet-department.com with your order number and reason for return. We will respond within 2 business days with return instructions. Do not send items back without first receiving return instructions.

Refunds

Once we receive and inspect your return, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days.

Exchanges

We only replace items if they are defective or damaged upon arrival. Contact us at hello@pet-department.com.

Non-Returnable Items

- Items that have been used, washed, or damaged after delivery
- Items returned more than 30 days after delivery
- Items without original packaging
- Digital products or downloadable content
- Gift cards

Damaged or Defective Items

If your order arrived damaged or defective, contact us within 48 hours of delivery at hello@pet-department.com with photos. We will arrange a replacement or full refund at no cost to you.

Order Cancellations

Orders can be cancelled within 12 hours of placement. Contact us immediately at hello@pet-department.com.