Refund policy

Replacement Policy

At Pak Petz Store, your pet's happiness is our top priority. We take great care in packaging and delivering every order with love. Please read our replacement policy carefully.

✅ We Offer Replacement — Not Refund

We do not offer cash refunds. However, we are happy to provide a replacement for eligible cases as described below.

📦 If the Mistake is Ours

If you receive a product that is:

  • Damaged or defective upon delivery
  • Wrong item sent
  • Missing from your order

👉 We will arrange a full replacement AND cover all delivery charges. No extra cost to you!

🙋 If the Mistake is Yours

If you ordered the wrong item, wrong size, or changed your mind after delivery:

👉 Replacement is still possible, but the delivery charges will be paid by the customer (both return and re-delivery).

⏰ Replacement Request Window

  • Replacement requests must be made within 24–48 hours of receiving the order.
  • Item must be unused, in original packaging, and in the same condition as received.

📸 How to Request a Replacement

  1. Contact us via WhatsApp or our store's contact page.
  2. Share your order number and clear photos/video of the issue.
  3. Our team will review and respond within 1–2 business days.

❌ Non-Replaceable Items

  • Items damaged due to misuse or negligence after delivery.
  • Items without original packaging.
  • Requests made after the 48-hour window.

Pak Petz Store reserves the right to make the final decision on all replacement requests.