Refund & Return Policy
Last updated: May 2025
๐พ We understand that sometimes a product may not meet your expectations โ and we're here to help.
If you're not fully satisfied with your purchase, we're happy to assist with a return or exchange.
Return Window
We accept return requests within 7 days of the delivery date.
Due to the nature of pet products, used items or items with visible signs of use cannot be returned (including beds, toys, clothing, cleaning tools).
Return Eligibility
- Items must be unused, unwashed, and in original packaging with all accessories included;
- Proof of purchase required (order number or confirmation email);
- Personalized, clearance, or โnon-returnableโ items are not eligible;
- Free gifts included in the order must also be returned.
Non-Returnable Items
- Used pet products or items with fur, stains, odors, or signs of use;
- Hygiene-related items (grooming tools, litter accessories);
- Gift cards and promotional gifts.
How to Request a Return
Email us at hello.pomipet@gmail.com with:
โ Order number
โ Items to return
โ Reason for return
โ Photo(s) of the item
We'll reply within 3โ5 business days with instructions.
Please do not send returns to the shipping address on your package without confirmation.
Return Shipping
If the return is not due to quality issues or mistakes, customers cover return shipping.
Original shipping fees are non-refundable unless item is defective or wrong.
We recommend using a trackable shipping method.
Refunds
After we receive and inspect your return, refunds will be issued within 5โ10 business days to your original payment method.
Exchanges
For damaged, incorrect, or quality issues, contact us within 7 days of delivery at hello.pomipet@gmail.com with description and photos.
If confirmed, we arrange a replacement and cover shipping.
Exchanges not due to product issues are at customer's shipping cost.
Personalized items are not eligible for exchange.
If you have any questions, feel free to reach out โ we're here to help! ๐ถ๐ฑ
