Refund & Returns Policy

We want you (and your pets) to be happy with every purchase from PetPlus. This policy explains when and how refunds or returns are handled.

Return Window

Products can typically be returned within 7–14 days of delivery, provided they are unused, in their original packaging and accompanied by proof of purchase. Certain items such as opened food, medicines or personalised products may not be eligible for return.

Eligible Conditions

We will issue a refund or replacement where the item is damaged, defective, incorrect or does not match the description on our website. We may request photos or inspection of the product before approving a return.

Refund Method

Approved refunds are processed back to the original payment method (for example, Paymob card payment) within a reasonable timeframe after the returned items are received and inspected. Shipping fees may be non‑refundable unless the return is due to our error.

How to Request a Return

To request a return or refund, please contact our customer support team with your order number, item details and a brief description of the issue. We will guide you through the next steps and arrange collection or drop‑off where applicable.