How to return a product?
Before returning an item, please check our Return Conditions stated in the questions below to make sure your item is eligible for return. You have 1 calendar day to notify us that you want to return your product after its reception.
If your return meets all the requirements, your returns can be initiated via an email to us ([email protected]).
How much time do I have to return a product to PetsMart?
If your product meets our return conditions, your products can be returned within a period of 2 days from the delivery date (the day you received the item). Example: If I received my product on Monday 5th, I have until next day Tuesday 6th to notify Customer Service through email and until Wednesday 7th to dispatch the actual item to us. After this period, unfortunately, we can’t offer you a refund or exchange.
Conditions and reasons to return an item?
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Before you checkout and initiate a payment, we advise you to ensure you chose the right product. In most cases, goods that are sold in good conditions are non-refundable unless we delivered the wrong products to you (different from what you ordered).
Several types of goods are exempt from being returned. Perishable goods such as pet food, flowers, newspapers or magazines cannot be returned.Â
What are the conditions for returning an item?
- Proof of purchase (order number, invoice, etc)
- Reason for return has to be valid and return acceptance conditions met
- Return method must be a trackable method.
- Refund method that you would like and the necessary information associated (bank account number, etc.)
- Return form returned with the product
Once your product is retrieved we will perform a quality check. If the quality check is successful, we will refund you according to your requested refund method. This will happen within 10 days starting from when your return request was submitted. Note that if the quality check is unsuccessful, you will not be refunded. We will notify you immediately of this decision by email and if you want us to re-return the products back to you, the return cost will be applied to you.
How long is the quality evaluation process?
The refund process only begins after our Quality Check team has completed the evaluation of your returned item. We will make sure that your product meets all the requirements for a return as stated in our policies.
This quality evaluation process may take up to 24-48 hours, and the return timeline is as follows:
Lagos – 8 days
DHL/COURIER shipped and retrieved products – 21 days
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us through our email.
Sale items
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Shipping
- To return your product, kindly contact our Logistics Team for further details on the specific shipping address.
Pack the item safely and securely for shipping and include the packing slip (retain a copy for your records). Send the package via a traceable and insurable method. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
- If you are shipping an item over ₦20,000, you should consider using a track able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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