Returns & Refunds

Please read this policy

Overview

Last updated April 04, 2025

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Free and Sale items or those you only paid delivery.
Used clothes, even once.
Pet care items.
Open Pet treat items.
Items with receipt damaged or lost. However, we accept photos where information is readable.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.

Summary of key points

1: CAN USERS GET A REFUND OF THE PRODUCTS YOU PROVIDE?*

Yes, it is possible. All customers will be refunded 100% of the money. PetsLoveThat.com does not transfer any money to a bank account if the amount is up to $52. In that case, the refund is deposited directly into the customer’s wallet and he/she will get special discounts with coupons. The customer can use this credit at any time. For all other amounts, PetsLoveThat will deposit the money in the wallet for a period of 15 days, during which time the customer can decide whether to use it or not. Then, PetsLoveThat will transfer the money. If Paypal is used, PetsLoveThat will refund by Paypal. Otherwise, PetsLoveThat will use STRIPE. Please, continue reading.

2: HOW LONG UNTIL THE CUSTOMERS IS NOT ALLOWED TO ASK FOR A REFUND?

30 days (1 month) after purchasing. For products damaged during shipping, please send a proof no more than 2 days after you received them.

3: CAN PRODUCTS WITH DISCOUNTS BE REFUNDED?

It depends. You have to send us a proof of damage of the product at the moment you received it. We are not responsible for colors, sizes, or bad decisions. In order to help you, we have a Chatbot open. Use it before buying! We serve in three languages: English, French and Spanish and our service is 100% neutre. So to answer the question, NO for colors, sizes. YES if you received a damaged product during shipping.

4: SHALL THE CUSTOMER PAY FOR THE SHIPPING IN RETURN?

First, You don’t need to return the product. Just send a proof. Second, if PetsLoveThat.com needs, you send the product back for a refund, YES, you will pay the shipping.

5: CAN A PRODUCT BE REFUNDED WITHOUT THE RECEIPT?

No, the product must have the receipt on the packaging

6: CAN A PRODUCT BE RETURNED IF IT IS ON A NEW PACKAGING?

No, every product must come back on its original packaging and with the receipt.

7: CAN A PRODUCT BE REFUNDED IF IT IS DAMAGED?

Yes, if you can prove that you received them damaged. For more information on accepted proofs, please contact our Customer Service. You can use the chatbot or write an email using the Contact Page for Assistance.

8: ARE USERS NOTIFIED ONCE A REFUND IS CONPLETED?

No, they are not notified. But you can reach us to know the status. Verify with your bank or your Paypal account then.

9: HOW CAN USERS CONTACT US?

On contact us page select sales department. We have a chatbot open from 07:00 – 22:00 (Eastern Time). Even if our site is in English, our staff can answer in French and Spanish too.

10: HOW LONG DOES THE CUSTOMER HAVE TO RETURN THE ITEM?

If PetsLoveThat.com ask you to return an item, you have 15 days.

11: IN WHAT CONDITION CAN ITEMS BE RETURNED?

Always Sealed. Keep the receipt.

12: WILL A REFUND BE ISSUED, AND IF SO, HOW MUCH AND WHAT TYPE?

PetsLoveThat.com does not transfer any money to a bank account if the amount is up to $82. In that case, the refund is deposited directly into the customer’s wallet and get special discounts with coupons. The customer can use this credit at any time. For all other amounts, PetsLoveThat will deposit the money in the wallet for a period of 15 days, during which time the customer can decide whether to use it or not. Then, PetsLoveThat will transfer the money. If Paypal is used, PetsLoveThat will refund by Paypal. Otherwise, PetsLoveThat will use STRIPE. Please, continue reading.

13: DO YOU ACCEPT RETURNS OR REFUNDS FOR SALE ITEMS?

If you changed your mind about models, colors or sizes after shopping, WE DO NOT ACCEPT returns or refunds. We package items against shocks or any damage.
If you received a product damaged, It is the only way to claim for a refund.

In addition, no exchanges are accepted.