Refund policy
This is a starting template. Adjust the windows and conditions to match how you actually operate, and have it reviewed before launching commercially.
30-day returns
You have 30 days from delivery to return an item. We'd rather you get the right thing than keep something that doesn't work for your pet.
Condition
To be accepted, the item needs to be in resellable condition: unused or lightly tried, with its original packaging and any accessories included.
We know pets have to try things on. A harness your dog wore around the living room for five minutes is fine. A bed they slept on for three weeks is not.
What can't be returned
- Opened grooming and hygiene products such as shampoo, for health reasons.
- Items damaged by use, chewing or washing against the care instructions.
- Anything sent back more than 30 days after delivery.
How to start a return
- Email hello@thepetclubb.store with your order number and what you'd like to return.
- We reply within one business day with the return address and instructions.
- Send the parcel back. Keep the tracking number until the refund lands.
Return shipping
If the item arrived damaged, faulty, or is not what you ordered, we pay the return shipping. If you simply changed your mind or picked the wrong size, the return postage is yours.
Refunds
Once the return arrives and passes a quick check, we refund to your original payment method within 5–10 business days. Original shipping costs are refunded only when the return is our fault.
Exchanges
The fastest way to swap a size or colour is to return the first item and place a new order — that way you're not waiting on the return to clear.
Damaged or wrong items
Send us a photo within 7 days of delivery. We'll replace or refund it, and in most cases you won't need to send anything back.