Refund Policy

Refund & Return Policy

Last updated: August 2, 2026. Please review this policy with a qualified advisor and adjust the bracketed sections to match how your business actually operates before you take orders.

Our promise

If a Petlovehq product isn't right for you or your pet, we want to make it right. You have 30 days from the date of delivery to request a return.

What can be returned

To be eligible for a return, an item must be:

Unused, unwashed and free of pet hair, odor and damage
In its original packaging with any tags still attached
Accompanied by proof of purchase (your order number is enough)

What cannot be returned

Items marked final sale or clearance
Personalized or custom-made items
Gift cards
Items returned more than 30 days after delivery
Items showing signs of use, chewing or wear

How to start a return

Email us at [your support email] with your order number and the reason for the return.
We'll reply within [1-2] business days with return instructions and a return address.
Pack the item securely and ship it back using a tracked service.

Please don't send items back before contacting us. Returns sent without prior approval may not be accepted.

Return shipping costs

Return shipping is paid by the customer unless the item arrived damaged, defective or incorrect, in which case we cover the cost. Original shipping charges are non-refundable.

Refunds

Once your return arrives and passes inspection, we'll email you to confirm. Approved refunds are issued to your original payment method within 5-10 business days. Your bank or card issuer may take additional time to post the credit.

Exchanges

The fastest way to exchange for a different size or color is to return the original item for a refund and place a new order. Sizing questions? Check our size guide or contact us before ordering.

Damaged, defective or incorrect items

Inspect your order on arrival. If something is damaged, defective or not what you ordered, email us photos of the item and its packaging within [7] days of delivery and we'll send a replacement or issue a full refund at no cost to you.