Refund policy

📦 The Pet Exec – Return & Refund Policy

Effective Date: 26th June 2025
Contact Email: info.thepetexec@gmail.com

At The Pet Exec, customer satisfaction is our top priority. Our products are shipped via our trusted third-party suppliers, and our return policy reflects the requirements of our suppliers and international consumer laws.

IMPORTANT: You must report any issues within 7 days of delivery to be eligible for a refund or replacement.

Eligible Claims:

  • Damaged or broken items

  • Incorrect items received

  • Items not as described

  • Missing items

  • Packages not delivered (verified by tracking)

To start a claim, email us at info.thepetexec@gmail.com with:

  • Order number

  • Description of the issue

  • Clear photo or video proof

  • Date of delivery

Not Eligible for Returns/Refunds:

  • Buyer’s remorse or change of mind

  • Incorrect sizing or color selection

  • Delays caused by couriers or customs

  • Claims made after the 7-day window

  • Opened or used personal care or hygiene products

  • Sale items, gift cards, perishables, or custom items

Return Logistics:
We do not accept physical returns unless pre-approved. If a return is approved, we will provide the return address (usually to our supplier’s facility in China). Customers are responsible for return shipping unless the product is faulty or incorrect.

Refund Process:
Once your claim is verified and approved, a refund will be issued to your original payment method within 7–10 business days. If your refund has not appeared after 15 business days from approval, please contact us.

Exchanges:
We do not offer exchanges. Please return the item (if eligible) and place a new order.

EU & UK Customers:
You may cancel your order within 14 days of delivery. Products must be unused and returned at your cost unless faulty. Contact us to initiate your cancellation.

New Zealand & Australia:
This policy complies with the NZ Consumer Guarantees Act and Australian Consumer Law. Faulty or misrepresented items are eligible for remedies under local law.

Third-Party Fulfillment:
All refund and replacement requests are subject to the approval of our suppliers. We act as a liaison on your behalf and are not responsible for supplier-declined requests due to late claims or insufficient evidence.

Contact Us:
info.thepetexec@gmail.com