Effective Date: 5 March 2024

At Petiholic, we want you and your pet to be completely satisfied with your purchase. If for any reason you are not, we’re here to help with our straightforward returns and refund process.

1. Return Eligibility

You have 30 days from the date you received your item(s) to request a return. To be eligible for a return:

• The item must be unused, in the same condition that you received it.
• The item must be in its original packaging, with tags or labels still attached.
• Proof of purchase, such as an order confirmation or receipt, must be provided.

Certain items are non-returnable, including:

• Perishable goods (such as pet food or treats)
• Health and hygiene products (e.g., pet grooming supplies that have been opened)
• Gift cards
• Sale or clearance items (unless damaged or defective upon receipt)

2. How to Initiate a Return

To start a return, please contact our customer service team at support@petiholic.com. Provide your order number, the reason for the return, and any relevant photos (if the item is defective or damaged). Once your return request is approved, we will provide instructions on how to send back the item.

Please do not send your item back without first contacting us and receiving approval.

3. Return Shipping Costs

• If the return is due to our error (e.g., you received a defective, damaged, or incorrect item), we will cover the return shipping costs.
• If the return is for other reasons (e.g., you changed your mind, ordered the wrong size), you will be responsible for covering the return shipping costs.
• Original shipping charges are non-refundable, except in cases where an error was made on our part.

4. Processing Returns and Refunds

Once we receive your returned item and inspect its condition, we will notify you via email regarding the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.

5. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

• Check your bank or credit card account, as refunds may take some time to post.
• Contact your bank or credit card company to confirm processing times.
• If you’ve done all of this and still have not received your refund, please contact us at support@petiholic.com, and we’ll assist you in resolving the issue.

6. Exchanges

If you received a damaged or defective item and would like to exchange it for the same product, contact us at support@petiholic.com within 30 days of receiving your order. We will send a replacement once the defective item is returned and inspected.

Please note that we only replace items if they are defective, damaged, or incorrect. Exchanges for other reasons (e.g., size, color) are subject to availability and must follow the standard return process.

7. Non-Returnable Items

Unfortunately, certain items cannot be returned, including:

• Opened pet food, treats, or perishables.
• Personal care or hygiene items (such as grooming supplies) that have been used.
• Gift cards and downloadable software products.
• Clearance or sale items (unless they are damaged or defective).

8. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us immediately at support@petiholic.com with photos of the item and your order number. We will work with you to ensure a satisfactory solution, either through a replacement or a refund.

9. Return Address

All returns should be sent to the following address after approval: Petiholic Returns
56 Elm Ave,
Los Angeles, CA 90001, USA

Please ensure your package is properly sealed and include your order number inside the package for quick processing.

10. Contact Us

If you have any further questions or need assistance with a return or refund, feel free to contact our customer service team at support@petiholic.com.