Refund policy

RETURN & REFUND POLICY

Pet Like Family

Effective date: August 4, 2026
Last updated: August 4, 2026
Contact: support@petlikefamily.com

Our commitment: If an eligible product arrives damaged, defective, incorrect, or incomplete, we will work to make it right through a replacement, refund, or other appropriate resolution. Please review the deadlines and documentation requirements below.

  1. Scope of This Policy

This Return & Refund Policy applies to purchases made directly through the Pet Like Family online store. It does not apply to purchases made through a third-party marketplace, retailer, or reseller, which may be governed by that seller’s own policy.

Because products may be fulfilled from different facilities and an order may arrive in more than one package, return instructions and delivery timing can vary by item. Do not send a product back until Pet Like Family has approved the return and provided the correct return address.

  1. Reportable Product Problems

Contact us promptly if your order arrives with any of the following problems:

• The product is damaged in transit.

• The product is defective or does not perform its essential advertised function.

• You received the wrong product, color, size, or variation.

• A product, component, or accessory listed as included is missing.

Visible damage, incorrect items, and missing items or components must be reported within 7 calendar days after the carrier marks the package delivered. A defect that was not reasonably apparent at delivery must be reported within 30 calendar days after delivery. Claims submitted after the applicable deadline may be denied unless a longer period is required by law.

To evaluate a claim, we may require the order number, a description of the issue, clear photographs or video of the product, its packaging, the shipping label, and any serial number or identifying label. Please keep the item and all packaging until we confirm that the claim is resolved. We may decline claims when the item or packaging is discarded before reasonable documentation can be obtained.

If we confirm that an eligible product is damaged, defective, incorrect, or incomplete, Pet Like Family may provide a replacement, replacement component, full or partial refund, or store credit, depending on the nature of the problem. We will not charge return shipping when we require the return of a verified incorrect, damaged, or defective item.

  1. Change-of-Mind Returns

For eligible products, you may request a change-of-mind return within 7 calendar days after delivery. Approval is not automatic. To qualify, the product must be unused, unwashed, unmodified, odor-free, in resalable condition, and complete with its original packaging, instructions, accessories, tags, labels, and protective materials.

The customer is responsible for return shipping and any related fees for an approved change-of-mind return. Original shipping charges are not refundable. Depending on the product and fulfillment facility, the authorized return address may be domestic or international, and return shipping may be substantial. We will provide the available return address before you decide whether to proceed.

At our discretion, we may offer store credit, a partial refund, or another returnless resolution instead of requiring a physical return. Any such offer is case-specific and does not create an entitlement for other orders.

  1. Items That Cannot Be Returned for Change of Mind

Unless the item arrived damaged, defective, incorrect, or incomplete, we do not accept change-of-mind returns for:

• Opened or used grooming, hygiene, cleaning, or personal-care products, including products that have contacted pet hair, skin, saliva, waste, food, or other contaminants.

• Products showing wear, hair, dirt, stains, odors, damage, washing, modification, improper assembly, misuse, or missing parts or packaging.

• Personalized, customized, made-to-order, or clearly marked final-sale items.

• Gift cards, promotional gifts, or items received at no charge.

• Clearance items specifically identified as final sale before purchase.

Normal wear, cosmetic variation, minor color differences caused by screens or lighting, and reasonable measurement tolerances are not defects. Damage caused by misuse, improper cleaning, unauthorized repair or modification, accidents, pets, or failure to follow product instructions is not covered.

  1. Exchanges

We do not offer guaranteed direct exchanges. If an eligible item is defective or incorrect, we may send a replacement. For a change-of-mind request, the fastest option is normally to complete an approved return and place a new order. Replacement availability is not guaranteed.

  1. Cancellations and Order Changes

Contact us as soon as possible if you need to cancel an order or change its address, product, or variation. We will try to help, but orders can enter processing quickly. A cancellation or change is not guaranteed once an order has been submitted for fulfillment, customized, packed, or shipped.

If we can stop the order before fulfillment begins, we will cancel it and refund the applicable amount. If the order can no longer be stopped, the order will remain subject to this policy after delivery. Customized or made-to-order products cannot be canceled after production begins.

  1. Shipping Addresses, Refused Packages, and Unclaimed Orders

Customers are responsible for providing a complete and accurate delivery address and for monitoring carrier notices. Pet Like Family is not responsible for loss, delay, return, or destruction caused by an incorrect or incomplete address, an unknown recipient, refusal of delivery, failure to collect a package, or failure to respond to a carrier or customs request.

Orders affected by those circumstances are not automatically eligible for a refund. If a package is returned and can be recovered, we may offer reshipment after the customer pays the new shipping cost. If the product cannot be recovered or has been destroyed or abandoned by the carrier, we may be unable to refund or replace it.

  1. Lost, Delayed, and Marked-Delivered Packages

International and multi-facility fulfillment can involve carrier delays. A delay by itself does not automatically make an order eligible for a refund. If tracking has not shown delivery within 30 calendar days after the carrier first accepts the package—or within 40 calendar days during peak holiday periods—contact us so we can investigate.

Severe weather, customs review, labor disruptions, public emergencies, and other events outside reasonable control may require additional time.

If the carrier or fulfillment partner confirms that a package was lost in transit, we may replace the order or refund the affected item.

If tracking shows delivered but you cannot locate the package, please check the delivery area, household members, neighbors, building staff, and the carrier, then contact us within 7 calendar days of the delivery scan. A delivered scan does not automatically qualify for a refund. We may require a carrier claim, written carrier confirmation, identification verification, or other reasonable documentation before deciding the claim.

  1. How to Request a Return or Resolution

Email support@petlikefamily.com before sending anything back. Include:

• Your name, order number, and the email address used for the order.

• The product affected and the resolution you are requesting.

• A clear explanation of the issue.

• For damage, defects, wrong items, or missing components: clear photos or video of the product, packaging, shipping label, and identifying labels.

If a return is approved, we will provide return instructions and the correct address. The product must be shipped within 3 calendar days after authorization and no later than 10 calendar days after delivery, using a trackable service.

Keep the receipt and tracking number. Unauthorized returns, returns sent to the address on the original shipping label, cash-on-delivery shipments, or packages without tracking may be refused and may not be refunded.

For customer-paid returns, the customer bears the risk of loss or damage until the return is delivered to the authorized facility. We recommend adequate packaging and shipping insurance when appropriate.

  1. Refunds

Approved refunds are issued to the original payment method unless we agree to another resolution. For physical returns, we normally inspect the product before approving the refund.

Please allow up to 7 business days after the authorized facility receives the return for inspection and processing. Your bank or payment provider may then require additional time to post the credit.

Refunds for approved change-of-mind returns cover the eligible product price and applicable taxes, less any discounts or adjustments described below. Original shipping charges, return shipping, duties, customs charges, and other delivery-related fees are not refundable unless the return resulted from our confirmed error or a covered product problem.

A refund will not exceed the amount actually paid for the affected item. Pet Like Family does not provide duplicate refunds, refunds for the same loss through multiple payment channels, or compensation for indirect costs, inconvenience, lost time, or purchases made from another seller, except where required by law.

  1. Bundles, Discounts, and Promotional Purchases

If you return only part of a bundle or promotion, the refund may be recalculated based on the price the retained items would have cost without the returned item.

Any free gift tied to the purchase must also be returned unused, or its stated value may be deducted from the refund. Refunds will always be limited to the amount actually paid after discounts.

  1. Claim Review and Misuse

We may request reasonable information needed to verify an order, delivery, product problem, or return.

Pet Like Family may deny or limit a claim that is unsupported, materially inconsistent with available records, duplicated, fraudulent, abusive, or associated with repeated policy misuse. We may also require a physical return before issuing a refund when fraud, tampering, or repeat claims are reasonably suspected.

This section is intended to protect legitimate customers and the business; it does not limit any non-waivable rights provided by applicable law.

  1. Legal Rights and Contact

This policy is intended to explain Pet Like Family’s voluntary return and refund practices. It does not exclude, restrict, or replace any warranty, remedy, or consumer right that cannot legally be waived. If applicable law gives you greater rights than this policy, those legal rights control.

Questions or requests under this policy should be sent to support@petlikefamily.com. Include your order number so we can assist you efficiently.