Refund and Returns Policy

At PetsOye, we are committed to ensuring customer satisfaction. If you receive a defective, damaged, incorrect, or incomplete product, please contact us within 24 hours of delivery to initiate a return or exchange.

1. Eligibility for Returns & Exchanges

We accept returns and exchanges under the following conditions:

  • The product must be unused, undamaged, and in its original packaging.
  • The request must be made within 24 hours for defective/wrong items or within 3 days of receiving the order.
  • The original tags, user manuals, freebies, and accessories (if applicable) must be included.
  • The product must not have been washed, worn, or altered in any way.
  • For hygiene and safety reasons, perishable items such as pet food and litter are non-returnable.

Note: If a returned product does not meet the above conditions, we reserve the right to reject the return and send the product back to you.

2. Return & Exchange Process

  1. Contact us at hello@petsoye.pk within 24 hours for defective/wrong items or within 3 days for other return reasons.
  2. Share clear pictures of the item along with your order details.
  3. If eligible, you will be guided on how to return the item. Customers must send the product back at their own expense unless the return is due to an error on our part.
  4. After receiving and inspecting the returned item, we will process an exchange or refund.

Exchange Policy

  • Exchanges are only available for pet accessories (e.g., size or color issues).
  • Pet food, litter, and hygiene-related items cannot be exchanged unless we sent the wrong product.

3. Refund Policy

  • Refunds are processed via bank transfer or store credit within 5-7 business days after approval.
  • If the return is due to our mistake (wrong or defective item), we will refund the full amount, including shipping charges.
  • If the return is due to a change of mind, shipping charges are non-refundable.

4. Order Cancellation

  • Orders can be canceled before shipment for a full refund.
  • If an order has already been shipped, it cannot be canceled, but you may request a return after receiving it (except for non-returnable items).

5. Shipping & Payment Terms

  • We offer Cash on Delivery (COD) for most orders.
  • New customers must pay shipping charges in advance before order processing.
  • Returning customers can place COD orders without advance payment.
  • If no one is available to receive the parcel, the courier may return it, and advance shipping charges will not be refunded.

6. Stock Availability

  • Occasionally, due to human error, a product may be shown as “in stock” but is actually unavailable. In such cases:
    • We will notify you about the missing item.
    • If you agree, the rest of the order will be shipped.
    • If you do not agree, we will issue a full refund.