We want you and your pet to be completely satisfied with your purchase from PetTown. If for any reason you are not, we offer a straightforward return and refund process.

Returns are accepted within 30 days of the original purchase date. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

Proof of purchase (receipt or order confirmation) is required for all returns.

Several types of goods are exempt from being returned for safety and hygiene reasons. These include:

• Perishable goods such as pet food, treats, and supplements.

• Personalized or custom-made items.

• Grooming tools and products that have been opened or used.

• Pet medications and flea/tick treatments.

• Gift cards.

The health and well-being of the animals sold through our platform is our top priority. Due to the sensitive nature of live animal sales, returns are handled on a case-by-case basis and are subject to the individual seller's policy.

If you have concerns about the health of an animal you have purchased, you must contact the seller within 24 hours of receipt. We recommend a veterinary check-up within 48 hours of purchase.

PetTown facilitates communication between buyers and sellers to resolve any issues, but is not responsible for the health or return of live animals.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7–10 business days.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund, unless the item was defective or sent in error.

We only replace items if they are defective or damaged upon arrival. If you need to exchange it for the same item, please contact our customer support with photos of the damage.

For sizing issues with apparel or accessories, please initiate a return and place a new order for the correct size.

To start a return, please visit your account's order history page and select the order containing the item you wish to return. Follow the on-screen instructions to receive a return authorization and shipping label.

If you have any questions or need assistance, please contact our support team at support@pettown.shop.