Petfairs Return Policy

Can I return or cancel my order if it’s not a quality issue?

1. Order Cancellation
Orders can be canceled before shipment. Once shipped, the order cannot be canceled. Please note that pre-sale orders are not eligible for cancellation.

2. Returns and Refunds
For shipped orders, we do not accept returns or refunds for non-quality-related issues.

3. Returns & Exchanges for Shipped Orders
Returns and exchanges for shipped orders are only accepted within 3 days of receiving the product.

What should I do if I received a damaged product？

At Petfairs, all products undergo a thorough inspection before shipping, and video records are kept for verification. If you receive a defective product, don't worry; we have a simple process to resolve the issue. We sincerely apologize for any inconvenience this may cause.

If You Are Unsatisfied with Your Recent Purchase:

1. Contact Us Within 3 Days
Contact our customer support team via live chat or email within 3 days of receiving the product.

2. Provide Evidence
Provide clear photos or videos showing the product's quality defects. An unboxing video is highly recommended.

3. Inspection and Confirmation
After comparing the evidence with the shipping video (usually within one business day), if the defect is confirmed, we will arrange a replacement at no extra cost, including shipping fees.

Note: If you cannot provide photos or videos, or the evidence doesn’t prove a quality defect, Petfairs will not accept a refund or replacement.