Refund & Returns Policy

Last updated: 30 August 2025
We want you (and your cat) to be happy. This policy explains when you can request a return/replacement and how refunds work.

1) Return / Replacement Policy

You are eligible for a return or replacement when all of the below are met:

Unused & Unopened — The item is in original condition with the factory seal/packaging intact.
Packaging Intact — Do not accept delivery if the outer package looks tampered. Tell the rider to note it and contact us.
Time window — You report the issue within the day of delivery (share order number and proof — see Claim Policy below).

When you are not eligible for a return or replacement:

Product page status — Items marked “non‑returnable” on the product page are not eligible.
Category exclusions (for safety & hygiene):
Opened food or treats, even if only partially used.
Temperature‑sensitive/perishable items (e.g., chilled/frozen raw food) once delivered.
Litter, litter trays, scoops, grooming tools, and other hygiene items once opened/used.
Personalized products (e.g., engraved tags, custom collars) and gift cards/e‑vouchers.

If your item is damaged, defective, incorrect, or missing:

Contact us within 7 days of delivery; we’ll verify and arrange a replacement or refund.
Replacement timeline: inside Dhaka 24–48 hours; outside Dhaka 5–7 days (approx.).

2) How to Request a Return / Replacement

Message us on +8801823338364 or email mypethousebd@gmail.com with your order number, the issue, and photos/video (see Claim Policy).
We’ll confirm eligibility and arrange pickup or share a drop‑off location.
Pack items securely; include all accessories, freebies, and original packaging.

Note: If the return is due to our error (wrong/damaged/short item), we cover pickup costs. For other reasons (e.g., change of mind on eligible items), a pickup fee may apply.

3) Refund Policy

You can request a refund if:

The product arrived damaged, defective, incorrect, wrongly priced, or incomplete.
We cannot provide a like‑for‑like replacement within a reasonable time.

Processing time: Eligible refunds are usually processed within 1–7 working days after we receive and inspect the returned item(s) or verify the issue. In rare cases, it may take longer due to bank or payment‑gateway timelines.

Where we send the refund:

Online payments (card/mobile wallet/gateway): refunded to the original payment method.
Cash on Delivery (COD): refunded via mobile wallet (bKash/Nagad) or bank transfer. We don’t issue cash refunds.
Store credit option: On request, we can credit your [Shop Name] wallet/store credit for faster reuse.

Missing item in a paid order: After quick verification (see Claim Policy), we issue an instant refund or ship the missing item, as you prefer.

4) Claim Policy (Proof Required)

To fairly resolve returns/replacements/refunds, we require proof of evidence — ideally an unboxing video that clearly shows:

The sealed parcel with the shipping label visible.
The opening of the parcel (no cuts or pauses).
The condition of items inside, including quantity/variant/expiry.

If a continuous unboxing video isn’t available, please provide clear photos and any other relevant evidence. Claims without adequate proof may be harder to validate.

5) Important Notes

Label first: Always check the product label and expiry before opening. Once food is opened, it is not returnable for safety reasons.
Bundles: For multipacks/bundles, partial returns aren’t accepted if any unit is opened.
Final inspection: All returns are accepted subject to quality check. Items failing QC (used/damaged after delivery/missing parts) may be rejected.
Abuse prevention: We may limit service or refuse returns in cases of policy abuse or fraud.