RETURN & CANCELLATION POLICY

We want to make you happy, if you have any problem with any of our products please contact us, we want to listen to you and improve for you, if you have the soul to give the best to the animals you deserve the best.

30-day return policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

You have 15 days to contact us and 30 days to return it from the date it was received. If this item is in your possession for more than 15 days, it is considered used and we will NOT issue a refund or replacement. NO EXCEPTIONS! The cost of shipping is the responsibility of the buyer.

We will only accept a return or refund if the product has a Quality Problem.

The quality problem refers to the broken/defective/incorrect item with proof of image on the product.

For items that contain sizes, such as clothing, strictly follow the size chart to select the size. DO NOT SELECT DIRECTLY ACCORDING TO YOUR HABITS. It is buyer’s responsible if select an incompatible size. PetHeart WILL NOT ACCEPT ANY RETURNS OR REFUNDS FOR THIS SIZE ERROR ISSUE.

All returned items MUST BE in their original packaging and MUST PROVIDE us with the shipment tracking number, the specific reason for return and your Order Number.

To complete your return, we require a receipt or proof of purchase. Do not send your purchase back to the manufacturer.

Cancellation or modification of an order (if applicable)

If you need to cancel or modify your order, please contact our customer service at support@PetHeart.store within 24 hours of placing the order. Please include the order number of the items you wish to cancel or change to ensure accuracy.

A cancellation fee of $8 or 10% of the order total (whichever is higher) will be charged.

Please note that if your order has already been processed, you CANNOT CANCEL OR CHANGE IT.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange.
If approved, your exchange will be processed. A new tracking number will be sent to your email once we send it.

Refunds DO NOT include the shipping and handling charges shown on the packing slip or invoice. Shipping charges for all returns must be prepaid and insured by the purchaser. Buyer is responsible for any loss or damage to hardware during shipping. We do not guarantee that we will receive your returned items. Shipping charges are not refundable. Any amount refunded will not include the cost of shipping.

Late or Missing Refunds (if applicable)

If you have not yet received an exchange, first check your email and track your package with the new tracking number given.
If you have done all of this and have not yet received your exchange, contact us at support@PetHeart.store

Sale items (if applicable)

Only regular priced items may be exchanged, unfortunately, sale items cannot be exchanged.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange for the same item, please email us at support@PetHeart.store