Return & Refund Policy

Return & Refund Policy

Last updated: August 14, 2025

We want you to love your purchase. If something isn’t right, we’re here to help.

1) Return window

  • You have 30 days from the delivery date to request a return.
  • Items must arrive back to us within a reasonable time after approval.
  • EU/UK customers also have a 14-day right of withdrawal by law (see §7).

2) Eligibility

To be eligible, items must be:

  • Unused, unworn and unwashed;
  • In original condition and packaging with all tags/accessories;
  • Purchased directly from PetJoyShopUSA with proof of purchase (order number or receipt).

Health & hygiene: Opened/used pet grooming items, pet beds/blankets with signs of use, and any product that cannot be resold for hygiene reasons are returnable only if defective or misdescribed.

3) How to start a return (RMA required)

  1. Email support@petjoyshopusa.com with your order number and reason for return.
  2. We’ll confirm eligibility and issue a Return Merchandise Authorization (RMA) with instructions and the correct return address.
  3. Do not send returns without an RMA—packages sent without approval may be refused or lost.

4) Who pays for return shipping?

  • Defective/Damaged/Wrong item sent: We cover return shipping (we may provide a prepaid label or equivalent reimbursement once approved).
  • Change of mind / Not as expected / Wrong size: Customer pays return shipping.

Original shipping fees (if any) are non-refundable.

We may request clear photos/videos to assess damage or defects before approving a prepaid label.

5) Exchanges

Fastest path: return the item through the process above and place a new order for the replacement. If you prefer a direct exchange, ask our team and we’ll confirm stock/processing times.

6) Refunds

  • Once your return is received and inspected, we’ll email you the approval or rejection.
  • If approved, we’ll issue a refund to the original payment method within 10 business days.
  • Your bank or card issuer may take additional time to post the credit.

If it’s been 15 business days since approval and you don’t see the refund, contact us at support@petjoyshopusa.com.

7) EU/UK right of withdrawal (14 days)

If your order ships to the EU or UK, you may cancel your order within 14 days of delivery for any reason. You must notify us within that period and return items in resellable condition with original packaging/tags.

  • For change-of-mind cancellations under this right, you are responsible for return shipping.
  • Our global 30-day policy runs alongside this legal right; where both apply, we honor the more favorable terms to you.

8) Non-returnable items

  • Gift cards, downloadable/digital products;
  • Final sale items explicitly marked Final Sale (unless defective);
  • Personalized/customized items (unless defective);
  • Opened consumables or hazardous materials where applicable by law.

If you’re unsure whether your item is returnable, email us before sending it back.

9) Order issues (arrived damaged/incorrect/missing)

Please inspect your order upon delivery and contact us within 7 days with photos if the item is defective, damaged or if you received the wrong product. We will repair, replace, reship or refund as appropriate once verified.

10) Lost, undeliverable or refused packages

  • Wrong/insufficient address, refusal, or unclaimed packages: once the package is returned to our returns center, we can reship (postage charged) or refund minus original shipping fees and any carrier return fees.
  • Carrier-confirmed delivery but you can’t find the package: check with household members and neighbors, and contact the carrier. We’ll assist case-by-case.

11) Duties & taxes

Customs duties/taxes are set by your country and are non-refundable. If a return is due to our error (e.g., wrong item), we will cover reasonable, documented costs.

12) Warranty & misrepresentation

We stand by product descriptions and quality. If a product is not as described or fails under normal use within a reasonable period, contact us—we’ll make it right in line with consumer protection laws of your country.

13) Contact

Email: support@petjoyshopusa.com
We reply within 1–2 business days.