Refund & Return Policy
1. Return Window
You may request a return within 14 days of your delivery date.
2. Items Not Eligible for Return
At Pethart, we carefully inspect our products to ensure you receive the best quality.
We only accept returns or replacements under the following circumstances:
- Damaged Product: The product arrives damaged or broken.
- Defective Product: The product has a manufacturing defect or does not function as intended upon arrival.
- Incorrect Product: You receive a product that is different from what you ordered.
We do not accept returns for change of mind, personal preferences, incorrect purchases, or products that have been used or damaged after delivery, except where required by applicable consumer protection laws.
3. How to Start a Return
Email hello@pethart.co with your order number and the reason for the return within the 14-day window. We will confirm eligibility and send you a return shipping address and instructions.
4. Refund Method and Timing
Approved refunds are issued to your original payment method within 5–10 business days of us receiving and inspecting the returned item. Your bank or card issuer may take additional time to post the refund to your account.
5. Exchanges
Pethart does not process direct exchanges. If you'd like a different size, color, or product, return the original item under this policy and place a new order for the item you want. This keeps your new order moving without waiting on the return to complete.
6. Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, or different from what you ordered, contact hello@pethart.co within 7 days of delivery with your order number and photos of the issue. We will arrange a replacement or refund at no cost to you — this is separate from, and does not use up, your standard 14-day return window.
7. Late or Missing Refunds
If a refund hasn't appeared after the timeframe in Section 4, check with your bank or card issuer first, as posting times vary by institution. If it still hasn't appeared, contact hello@pethart.co and we will look into it.
8. Return Shipping Costs
You are responsible for return shipping costs on change-of-mind returns. If the return is due to our error — a wrong, damaged, or defective item — Pethart covers return shipping.