Refund policy

Return & Refund Policy – PetJoyShopUSA

We want you to be completely satisfied with your purchase. If you are not, we offer a 30-day return window from the date you receive your item to request a return.

Return Eligibility
To be eligible for a return, the item must be in the same condition that you received it, unworn or unused, with original tags and in its original packaging. You must also provide the receipt or proof of purchase.
To start a return, contact us at support@petjoyshopusa.com.
Please note: returns must be shipped to the following address: Rua Andre Gianoni City: Piracicaba, State/Prov: São Paulo, Zip/Post: 13426-203, Country: Brasil.
If your return is accepted, we’ll provide a prepaid return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always reach us at support@petjoyshopusa.com for any return-related questions.

Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and make it right.

Non-Returnable Items
Certain items are non-returnable, including perishable goods (such as food, flowers, or plants), custom or personalized products, personal care items (such as beauty products), and hazardous materials, flammable liquids, or gases.
Unfortunately, we do not accept returns on sale items or gift cards.
If you are unsure about the eligibility of your item, contact us before returning it.

Exchanges
The fastest way to get what you need is to return your item. Once the return is approved, place a new order for the desired product.

European Union 14-Day Cooling-Off Period
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must be in its original condition, unworn or unused, with tags, and in the original packaging. A receipt or proof of purchase is required.

Refunds
We will notify you once we receive and inspect your return. If approved, your refund will be processed automatically to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at support@petjoyshopusa.com.