What should I do if I received a damaged product?

At Petfairs, all products undergo a strict quality inspection before shipping, and video records are kept for verification. If you receive a defective item, don’t worry — we have a clear and simple resolution process. We sincerely apologize for any inconvenience this may cause.

If You Are Unsatisfied with Your Recent Purchase:

1. Contact Us Within 3 Days

Reach out to our customer support team via Whatsapp or email within 3 days of receiving the product.

2. Provide Evidence

Submit clear photos or videos showing the product’s quality issue. An unboxing video is highly recommended to support your claim.

3. Inspection and Confirmation

We will compare your submitted evidence with our shipping video (typically within one business day). If a defect is confirmed, we will send a replacement at no additional cost, including shipping fees.

Note: If you cannot provide visual evidence, or if the issue is not confirmed as a product defect, Petfairs will not be able to offer a refund or replacement.