Return Policy

Return & Refund Policy

Last updated: April 16, 2025

We want you to be 100% satisfied with your purchase. Please read our return policy carefully.

1. Returns

1.1 Return Eligibility

Returns are accepted if:

• You received a damaged or defective product
• The wrong item was sent
• The item was lost in transit (must wait at least 45 days after shipping for U.S. orders)

1.2 Non-returnable or non-refundable items

Due to hygiene and safety reasons, we cannot accept returns for:

• Pet grooming tools used or opened
• Pet apparel worn by pets
• Face masks and similar accessories (unless defective)

1.3 Return Process

• Contact us within 7 days of delivery with photos or videos showing the issue.
• If approved, we will offer a refund, replacement, or reshipment.
• Do not return any items without receiving authorization and return instructions from our support team, as all returns are processed in China.
• The customer is responsible for the return shipping fee and any other associated costs to China.
• You may request a return within 14 days of receiving your order.
• Items must be unused and in original packaging.
• To initiate a return, email us at support@thepetdream.com with your order number, reason for return and photos.

2. Refunds

• Once your return is received and inspected, we will notify you and issue a refund within 5–10 business days.
• Refunds are issued to the original payment method.