Refund Policy

Return & Refund Policy – Pets&me

We want you to be happy with your purchase. If you're not satisfied, we’ll do our best to help while also protecting the custom nature of our products. Below is our worldwide returns and refunds policy.

Return Window
You have 15 calendar days from the date you receive your order to request a return.

To start a return, please contact us at help@petsmeshop.com with your order number and reason for the return.

Conditions for Returns
To be eligible for a return:

  • The item must be unused and in the same condition that you received it.

  • It must include all original packaging, tags, and proof of purchase.

  • You must contact us before sending the item back. Returns sent without prior approval will not be accepted.

Non-Returnable Items
Due to the personalized nature of our products, we cannot accept returns or cancellations on:

  • Personalized items (engraved names, custom pet photos, or selected color variants), unless the item is defective or incorrect.
  • Sale or discounted items.
  • Gift cards.

Please note: If the customer provides an incorrect name, photo, or variant color during the ordering process, Pets&me is not responsible, and such items are not eligible for return or refund.

Return Shipping
Unless the item is defective or incorrect, the customer is responsible for return shipping costs.

Returns must be sent to a physical address that will be provided after your return request has been approved. Please contact us first to receive full return instructions.

Exchanges
We do not offer direct exchanges. If you want a different item, please return the original (if eligible) and place a new order.

Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.

If you receive an item that is defective, damaged, or incorrect, contact us within 3 days of receiving it. We will evaluate the issue and offer a replacement, store credit, or refund where appropriate.

European Union 14-Day Cooling-Off Period
If you are located in the European Union, you have the right to cancel your order within 14 days of delivery for any reason, in accordance with EU consumer protection law.

This right does not apply to personalized items, in accordance with Article 16(c) of EU Directive 2011/83.

Refunds
Once we receive and inspect your return, we will notify you of the outcome.

If approved, the refund will be issued to your original payment method within 10 business days.

Please note:

  • Your bank or payment provider may take additional time to process and post the refund.

  • If more than 15 business days have passed since your refund was approved, please contact us at help@petsmeshop.com