Returns & Refund Policy

In accordance with European consumer protection guidelines, you have a period of 14 calendar days from the receipt of your package to exercise your right of withdrawal, without stating a reason.

To initiate, you must notify us of your decision by writing to petfectclean@gmail.com before the period expires. Returned items must be unused, in their original condition, and in their unopened manufacturer packaging.

Returns or exchanges will not be accepted for the following:

• Products that have been visibly used, altered, or damaged by the customer.
• Opened pet hygiene or grooming products with broken protective seals.
• Customized items or those made under unique specifications.

If you receive a defective product or one damaged in transit, you are entitled to a free replacement or full refund. Please notify us within 30 calendar days of delivery at petfectclean@gmail.com, attaching clear photos of the damaged product and outer packaging.

1. Email us at petfectclean@gmail.com with your order number, reasons for return, and photos if applicable.
2. Our support team will review your case and respond within 3 business days with shipping instructions.
3. Once we receive and inspect the returned item, we will issue your refund or ship the replacement within 5 to 10 business days.

The customer covers return shipping fees, except for items that are defective, damaged, or incorrect, in which case we cover the costs. As we partner with international distribution centers, physical returns must be shipped to the warehouse designated in our instructions. At Petfect's discretion, we may offer a refund without requiring the physical return of the item.

Refunds are automatically issued to the original form of payment (card or PayPal) within 14 days of return approval. Original shipping costs are non-refundable unless the return is due to our error.

If you wish to exchange a product for a different size or model, the standard process is to request a return and refund for the original item, and place a new order on our store.

If you wish to cancel your order, please email us as soon as possible at petfectclean@gmail.com with your order number. We can only cancel and issue an immediate refund if the product has not been processed or handed over to our logistics center. Once shipped, the order cannot be cancelled and must follow the standard return process upon arrival.

To manage returns or ask questions:
📧 Email: petfectclean@gmail.com
Email Subject: Return – Order #XXXXX