Refund & Return Policy

Last updated: May 2026

At Prestige Pets, we want you and your pet to be completely happy with your purchase. If something isn't right, we're here to help.

Refund & Return Window

We accept refund requests within 14 days of delivery. Please contact us as soon as possible if you have an issue with your order, as we are unable to process requests made after this period.

How to Request a Refund

To request a refund, please contact us through our Contact page with your order number, a description of the issue, and photos where applicable. We will review your request and respond within 2–3 business days.

Refund Outcomes

If your refund is approved, we will process a refund to your original payment method within 5–10 business days. Please note that depending on the issue, we may offer a partial or full refund at our discretion.

Physical Returns

Because our products are fulfilled by overseas suppliers, we do not require you to physically return items in most cases. Instead, we resolve issues through photographic evidence and supplier dispute processes. If a physical return is required, we will advise you of the process and any associated costs.

Non-Refundable Items

The following items are not eligible for a refund:

• Items that have been used or opened (for hygiene reasons)
• Perishable goods such as pet food or treats
• Gift cards
• Items where the 14-day window has passed

Damaged or Incorrect Items

If you received a damaged or incorrect item, please contact us within 7 days of delivery with clear photos. We will work with our supplier to arrange a refund or replacement at no extra cost to you.

Exchanges

We do not offer direct exchanges. If you'd like a different item, please request a refund for your original order and place a new order.

Contact Us

For any questions about refunds or returns, please reach out via our Contact page.