Return & Refund Policy

Effective date: September 2026 · petstoreco.pk

Please read this policy carefully before placing your order. By completing a purchase, you agree to the terms below.

No Returns Policy

We do not accept returns once an order has been delivered. Products cannot be returned due to change of mind, wrong choice, or personal preference.

We encourage customers to review product descriptions, quantities, and variant options carefully before completing a purchase. If you have any questions about a product, please contact us before ordering.

Exchange or Refund for Damaged Products

An exchange or refund is available only if the product arrives broken or damaged. To be eligible, the following conditions must be met.

Unboxing video requirement

The customer must record a clear, uninterrupted video from the moment the package is first opened, showing:

  • The outer packaging condition
  • The product as it is first removed from the package
  • The damage or defect clearly visible

This video must be submitted to us within 24 hours of delivery. Claims submitted after this window will not be accepted.

Without an unboxing video

We are unable to process any damage claim without the unboxing video, regardless of the circumstances. No exceptions will be made.

Resolution

Once we have reviewed and verified the damage claim, we will offer one of the following, at our discretion based on stock availability:

  • Replacement or exchange of the damaged product, or
  • Refund of the amount paid for that specific product

What Is Not Covered

  • Products damaged after delivery
  • Products damaged due to misuse, improper handling, or storage
  • Change of mind or incorrect item ordered by the customer
  • Claims submitted without an unboxing video
  • Claims submitted more than 24 hours after delivery

How to Submit a Claim

To submit a damage claim, contact us via WhatsApp or phone at +92 317 1648477 within 24 hours of receiving your order. Include your order details and the unboxing video. We will respond as quickly as possible to resolve your concern.