Returns and Refunds Policy

In many cases, order issues can be resolved directly with the seller, or items can be returned according to the seller’s return policy. However, we believe that you should always get the item you ordered or get your money back, so when those expectations aren’t met, Petpromart will step in to support you. Buyers may receive a full refund for purchases that never arrive, arrive damaged, or do not match the listing description. If an order does not meet the following expectations, you may receive a full refund, including all taxes and postage costs.

1. Items are delivered, and arrive when expected. They should be dispatched within the seller’s stated processing times, and delivered to the address provided by the buyer at the time of purchase on Petpromart . Updates to processing times or delivery address through Messages or other informal channels will not qualify. Please note that if an item was dispatched and has a tracking number, you may be able to open a delivery company claim by directly contacting the delivery company.
2. Items arrive undamaged, and are packaged to withstand handling in transit.
3. Items match the listing description. Items received should not be significantly different from the listing description or photos. We may ask the buyer to provide us with documentation to demonstrate that the item is significantly different. Here are a few examples of qualifying scenarios:

• The item received is a different colour, model, version, or size.
• The item has a different design or material.
• The seller failed to disclose that an item is damaged or is missing parts.
• The buyer received the incorrect quantity of items (e.g., the buyer purchased three items but only received two).
• The item was advertised as authentic but is not authentic.
• The condition of the item is misrepresented (e.g., the item is described as new but is used).

If Petpromart determines that the above expectations are not met, either Petpromart or the seller will be required to refund the order, including original postage and return postage. Depending on the case specifics, and whether a return is requested, Petpromart may refund the return postage cost in the form of an Petpromart Credit. For more information about Petpromart Credits, please click here. Some exclusions apply, subject to review by Petpromart case system. Eligible buyers must have a registered account on Petpromart in good standing (that means you’re not violating any of Petpromart policies). Abuse of this programme could result in programme exclusion at Petpromart discretion. Ineligible Transactions Unless required by law, some disputes don’t qualify for Petpromart case system. These include:

1. Items that have been altered, used, worn, washed, or discarded after receipt.
2. Items that are received after the agreed-upon delivery date due to delivery delays.
3. Items that are returned without a return agreement.
4. Items that are accurately described but don’t meet a buyer’s expectations.
5. Cost of postage disputes.
6. Items that are purchased in person.
7. Transactions where payment is not processed by Petpromart Payments, for example in an offsite transaction, or via Standalone PayPal.
8. Disputes covered by local warranty or return laws applicable to a seller or their product

Wherever a qualifying case is escalated for Petpromart review, we will evaluate the claim to the best of our ability. Please be prepared to supply additional documentation if requested.

1) For custom items there are no returns. Their are refunds for custom items only when the item is made wrong, damaged, or defective.

2) For returnable items, please use the following link to read our return policy and to complete the “RA # Request Form.”