Return and refund policy

At Pet Refined®, we want our customers to feel confident when shopping with us. If you are not fully satisfied with your order, please review our refund and return policy below.

30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.

To be eligible for a return, the item must be:

• Unused and unopened
• In the same condition as received
• With all original labels, seals, and packaging intact
• Accompanied by a receipt or proof of purchase

To start a return request, please contact us at hello@petrefined.com.

Please note that returns must be sent only to the return address provided by our team after your return request has been approved. Items returned without prior approval will not be accepted.

Once your return is approved, we will provide instructions on how and where to send your package.

For any return-related questions, please contact us at hello@petrefined.com.

Damages and Issues

Please inspect your order as soon as you receive it.

If your item is defective, damaged, leaking, expired, or if you received the wrong product, please contact us immediately at hello@petrefined.com.

We will review the issue and work with you to provide a suitable solution.

Exceptions / Non-Returnable Items

For health, hygiene, and safety reasons, certain items cannot be returned.

Non-returnable items include:

• Opened pet food or pet treat products
• Used products
• Perishable goods
• Custom, special-order, or personalised items
• Sale items
• Gift cards

Please contact us at hello@petrefined.com if you have questions about whether a specific item is eligible for return.

Exchanges

If you would like a different item, the fastest option is to return the original item after your return request is approved and place a new order for the replacement item.

European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without providing justification.

To qualify, the item must be:

• Unused and unopened
• In the same condition as received
• With all original labels, seals, and packaging intact
• Accompanied by a receipt or proof of purchase

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 10 business days.

Please note that your bank, card provider, or payment provider may require additional time to process and post the refund to your account.

If more than 15 business days have passed since your refund was approved, please contact us at hello@petrefined.com.