Refund & Return Policy

1. Returns Policy

We want you and your small companion to be happy with every product you receive. If you are not fully satisfied, we accept returns on eligible items within 7 days of delivery.

Eligibility:

• Products must be unused, in original condition, and in their original packaging.

• For hygiene and safety reasons, used pet items, food/treats, and custom-made or personalized products (such as engraved accessories or special-size pouches) are not returnable.

How to Start a Return:
Please email us at support@petouts.com with your order number and reason for return. Our team will provide detailed instructions for shipping your return back to us.

Return Shipping:

• Return shipping costs are the responsibility of the customer.

• We recommend using a trackable shipping service to ensure your return arrives safely.

• If the return is due to an error on our part (e.g. wrong item sent or damaged in transit), we will cover return shipping fees.

2. Exchange Policy

Need a different size pouch or prefer a new color for your travel carrier? No problem!

Exchange Steps:
Email support@petouts.com with your order details and what you’d like to exchange. We’ll guide you through the process.

Exchange Conditions:

• Items must be unused, clean, and in a resellable condition.

• Exchanges depend on stock availability.

Shipping Fees:

• Customers are responsible for shipping both ways unless the exchange is due to our mistake.

• If the item was sent incorrectly or is defective, we’ll take care of the return shipping.

3. Refunds

After receiving and inspecting your return, we’ll process your refund within 7–10 business days.

Refund Process:

• Refunds will be issued to the original payment method.

• If you paid via bank transfer or local gateway, the refund will be credited back to your bank account.

If you have any questions or need help with your return or exchange, feel free to contact us anytime at support@petouts.com — we’re always here to help you and your tiny friends.