Refund Policy

Last updated: April 2026

At Petz Matters, your satisfaction is our priority. If you’re not completely happy with your purchase, we’re here to help.

Returns

We accept returns within 30 days of the delivery date. To be eligible for a return, your item must be:

• Unused and in the same condition that you received it
• In its original packaging
• Accompanied by proof of purchase (order number or receipt)

The following items are not eligible for return:

• Perishable goods (e.g., food, treats)
• Items marked as final sale
• Products that have been opened or used for hygiene reasons (e.g., grooming tools)

How to Initiate a Return

To start a return, please contact us at support@petzmatters.com with:

• Your order number
• The item(s) you wish to return
• The reason for your return

Our team will respond within 1–2 business days with return instructions. Please do not send items back without prior authorization.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–7 business days.

Please note that original shipping costs are non-refundable unless the return is due to our error (e.g., wrong or defective item).

Exchanges

We only replace items if they are defective or damaged. If you need an exchange, please contact us at support@petzmatters.com.

Damaged or Incorrect Items

If you received a damaged, defective, or incorrect item, please contact us within 7 days of delivery with photos of the item and packaging. We will arrange a replacement or full refund at no additional cost to you.

Contact Us

For any questions about our Refund Policy, please reach out to us at support@petzmatters.com.