Customer Satisfaction & Protection
Return & Refund Policy
We stand behind every toy, harness, and treat we offer. If something isn't quite right for your pet, we're here to make the return or exchange process simple, fair, and fast.
Last Updated: March 15, 2026•Standard Return Window: 14 Days
14-Day Returns
Hassle-free return window on unused pet toys, apparel, and accessories.
Fast Refund Payouts
Refunds initiated within 24-48 hours after our warehouse quality check.
Defect Protection
Immediate replacement or 100% refund for damaged or transit-affected items.
How Our Return Process Works
Follow these 4 simple steps to return or exchange an item with PrettyPet.
01
Initiate Return Request
Reach out to our support team at support@prettypet.com or via our Contact Us page within 14 days of delivery with your order ID and reason.
02
Pack the Pet Items
Ensure items are unused, clean, with original tags and packaging intact. Include your packing slip or order confirmation inside.
03
Ship to Return Center
Affix the prepaid return shipping label (for damaged/defective items) or dispatch via your preferred tracked carrier to our fulfillment center.
04
Inspection & Quick Refund
Once received and inspected by our warehouse team (1–2 days), your refund is immediately initiated back to your original payment method.
1. 14-Day Return Window
At PrettyPet, we want both you and your furry companion to be 100% happy with every purchase. If a product does not meet your expectations, you may return it within 14 calendar days from the date of delivery for a refund or product exchange.
To be eligible for a return, your item must be in the same condition that you received it — unused, unwashed, free of pet hair, odor, or dirt, and in its original packaging with all labels and tags attached.
2. Eligible & Non-Returnable Items
For pet safety, hygiene standards, and regulatory reasons, certain categories of products have specific eligibility criteria:
Eligible for Return
- Unused pet toys, scratchers, and cat trees
- Clean pet apparel, coats, and boots (free of fur)
- Collars, harnesses, and leashes in original box
- Unopened grooming brushes, clippers, and gadgets
- Unused pet travel carriers, crates, and strollers
Non-Returnable Items
- Opened or unsealed pet food, snacks, and treats
- Pet vitamins, supplements, and dental hygiene chews
- Customized or personalized pet ID tags and collars
- Used litter boxes, pee pads, or opened grooming liquids
- Clearance or final-sale promotional items
3. Damaged, Defective or Incorrect Items
We inspect every pet supply carefully before shipping, but if you receive an item that arrived damaged in transit, defective, or different from what you ordered:
• Notify Us Promptly: Contact us within 48 hours of package arrival at support@prettypet.com.
• Provide Evidence: Include your Order ID, a brief description, and clear photos showing the damaged product and outer packaging.
• Zero Cost Replacement: We will dispatch a brand-new replacement immediately at no additional shipping charge, or issue a 100% full refund including original shipping fees.
4. Sizing Exchanges (Pet Harnesses & Apparel)
We understand pets come in all shapes and sizes! If a harness, sweater, or coat doesn't fit your pet comfortably, we are pleased to facilitate an exchange for the correct size within 14 days, provided the garment is clean, unused, and free from pet hair. Simply contact our support team to confirm size availability.
5. Refund Timeline & Payment Methods
Once your returned package arrives at our warehouse and passes quality verification, we will immediately initiate your refund:
Credit / Debit CardsRefunds typically reflect on your bank or credit card statement within 3 to 7 business days depending on your bank's processing timeline.
Digital Wallets & PayPalProcessed immediately and normally visible within 24 hours.
Store Credit / VoucherIssued instantly to your PrettyPet account balance or promo wallet if you prefer store credit.
6. Return Shipping Costs
• Fault of PrettyPet (Damaged/Defective/Wrong item): We cover 100% of return shipping expenses and will provide a prepaid digital shipping label.
• Change of Mind or Accidental Order: The customer is responsible for the actual return shipping cost. Original shipping charges (if any) are non-refundable.
• Restocking Fees: We do not charge any restocking fees on standard eligible returns.
Return & Refund FAQs
Can I return opened pet food if my pet didn't like the taste?
Due to safety, contamination, and pet food health regulations, we cannot accept returns on opened food or treats. However, if there was a manufacturer defect or expiration issue, please contact our support team for resolution.
How do I receive my return shipping label?
Once our support team approves your return request, a prepaid or printable return label with instructions will be emailed directly to your registered email address.
Can I cancel my order before it ships for an immediate refund?
Yes! If your order is in 'Pending' or 'Processing' status and has not yet been packed or dispatched by our warehouse, you can cancel it for a 100% immediate refund via your Account Dashboard or by contacting support.
What if my return package is lost during transit?
We strongly recommend using a trackable shipping service when mailing returns. PrettyPet cannot be held liable for packages lost in transit without proof of tracking delivery to our return center.
Ready to Start a Return or Exchange?
Our pet care specialists are ready to guide you through every step. Contact us with your Order ID and we will respond with return details right away:
PrettyPet Customer Care
Email: support@prettypet.com
Phone: +1 (800) 555-7387 (Sun–Thu, 9 AM – 6 PM EST)