REFUND AND RETURNS POLICY

At PETCAVIP, we strive to provide the best possible products and services to our customers. However, if you are not satisfied with your purchase, our Refund and Returns Policy ensures that you can return or exchange items with ease.

1. Return Eligibility

You are eligible to return most items within 30 days from the date of receipt. To qualify for a return, the item must be unused, in its original condition, and in its original packaging. Certain items, including clearance and personalized products, may be excluded from returns.

2. How to Return an Item

To initiate a return, follow these steps:

  • Contact Us: Reach out to our customer service team at info@petcavip.click with your order number and reason for return.

  • Return Authorization: We will provide you with a return authorization number and instructions on how to return the product.

  • Return Shipping: The cost of return shipping is the responsibility of the customer, unless the return is due to an error on our part (e.g., damaged or incorrect items).

  • Prepare for Return: Carefully pack the product in its original packaging to avoid damage during return shipping.

3. Refund Process

Once we receive and inspect the returned item, we will process your refund. Refunds are issued to the original payment method. Please note that it may take 7-10 business days for the refund to appear on your statement, depending on your financial institution.

4. Exchanges

If you wish to exchange a product for a different size or item, please follow the same process as a return and contact us. Once we receive your returned item, we will send the replacement at no additional shipping cost.

5. Non-Returnable Items

Some items are non-returnable, including:

  • Personalized or custom-made items
  • Health and hygiene products
  • Items marked as final sale or clearance

6. Damaged or Defective Products

If you receive a defective or damaged product, please notify us within 7 days of receipt. Provide your order number and photos of the damaged items, and we will arrange for a replacement or a full refund.

7. Gift Cards

Gift cards are non-returnable and cannot be refunded.

Effective Date: January 13, 2025