At PetGentle, we stand behind the quality of our products. We offer a 60-Day Return Policy starting from the date you receive your order.
If you experience any issues with your device, please review our policy details below or contact our support team at [email protected].
Return Eligibility & Requirements
To qualify for a return and refund:
- Timeframe: Your request must be submitted within 60 days of package delivery.
- Condition: Items must be in their original packaging and condition.
- Proof of Defect: Returns are primarily accepted for items with verified functional defects or transit damage. Please provide clear video or photographic evidence showing the issue when contacting support.
- Proof of Purchase: A valid order number or receipt is required for all return requests.
Note: We generally do not offer refunds for simple change-of-mind purchases. Special consideration may be granted in exceptional circumstances at our team’s discretion.
Non-Returnable Items
The following items are exempt from returns and refunds:
- Gift cards
- Downloadable software or digital content
- Custom-made or personalized products
- Select personal care and hygiene items
Order Cancellations
Because our fulfillment system processes orders rapidly, cancellations are time-sensitive:
- Cancellations are only accepted within 60 minutes of order placement for full-priced items.
- If you need to cancel, email [email protected] immediately with your order number. Once an order enters fulfillment, it cannot be canceled.
Exchanges
We only replace items if they are defective, damaged, or malfunctioning upon arrival. If you need to exchange your PetGentle device for the exact same item, please send an email to [email protected].
Refund Process & Timelines
- Inspection: Once your returned item is received and inspected at our warehouse, we will email you to confirm receipt and notify you of your refund approval status.
- Payout: If approved, your refund will be processed immediately. A credit will automatically be applied to your original payment method within 5–10 business days (depending on your card issuer).
Late or Missing Refunds
If you haven’t received your refund after approval:
- Re-check your bank account or credit card statement.
- Contact your credit card company or bank; processing times can delay official posting.
- If you have completed these steps and still have not received your funds, please contact us at [email protected].
Return Shipping Instructions
- Shipping Fees: Customers are responsible for paying their own return shipping costs. Shipping costs are non-refundable and will be deducted from your total refund amount.
- Trackable Shipping: If you are returning an item valued over $10, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of un-tracked returned items.
- Final Approval: Refunds will be issued once the returned package is received, inspected, and confirmed to meet all stated return conditions.