Refund Policy

Last updated: October 26, 2023

At pawsery.com, we want you and your beloved pets to be completely satisfied with your purchase. If for any reason you are not happy with your order, we're here to help.

1. Eligibility for Returns

To be eligible for a return, your item must:

Be unused and in the same condition that you received it.
Be in its original packaging with all tags attached.
Be returned within 30 days of the purchase date.
Have a proof of purchase (order number, receipt).

Please note, certain types of goods are exempt from being returned due to hygiene and safety reasons for pets. These include, but are not limited to:

Perishable goods (e.g., certain pet foods, treats).
Personalized or custom-made items.
Gift cards.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Health and personal care items for pets (e.g., opened shampoos, grooming tools, certain toys that have been used).

2. Return Process

To initiate a return, please follow these steps:

Contact Us: Email us at matthew@petbulk.store with your order number, the item(s) you wish to return, and the reason for the return. Photos may be required for damaged or defective items.
Receive Instructions: Our customer service team will review your request and provide you with return instructions, including the return shipping address.
Package Your Item: Securely package the item(s) in their original packaging, including all accessories, manuals, and documentation.
Ship Your Return: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

3. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within 5-10 business days. Please note that it may take some time before your bank or credit card company posts the refund.

Late or Missing Refunds:

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at matthew@petbulk.store.

4. Exchanges

We only replace items if they are defective or damaged upon arrival. If you need to exchange it for the same item, send us an email at matthew@petbulk.store , and we will guide you through the process.

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at matthew@petbulk.store with photos of the damage and your order number. We will work with you to arrange a replacement or refund, and we will cover the return shipping costs for damaged or defective items.

6. Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

7. Contact Us

If you have any questions about our Refund Policy, please contact us at matthew@petbulk.store .