Refunds & Returns Policy

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. However, after 12 hours of placing your order, we cannot cancel it since it has been already processed and/or shipped.

Invalid Reasons:

  1. Buyer no longer wants the items – This is the most common example Pet Lovers Home does not tolerate. Buyer should make sure he or she wants to buy the items before submitting an order, not after. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
  2. Buyer found items cheaper somewhere else – Buyer should be confident that he or she is ready to pay the asking prices before submitting an order. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.

 

Refunds

It usually takes around 2-4 weeks to arrive unless remote destination or festival season, which may take up to 6 weeks to arrive. Customs checking will also delay the delivery time, please be patient for the delivery. If the parcel does not arrive in 2 months, with tracking information or the sent receipt of the parcel provided, a refund up to 80% of the order (deducted the shipping fee) or a replacement will be sent again under the agreement.

We do not issue the refund if:

  • your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
  • your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
  • The customer refuses to accept the package
  • No attempt is made in the country of destination to deliver the package.

In cases that you did not receive your order after 2 months or 8 weeks, please email us immediately to address your concern accordingly.  You can do it by sending a message on Contact Us page. Failure to do so within 3 months, or 90 days from the date of purchase will void your right to claim for any refund or replacement.

 

RETURNS

We do not accept returns or exchanges unless the item you purchased is defective. If you receive a defective item, please contact us immediately (within one week) at contact@petlovershome.com with details/photos of the product and the defect.

We will fully examine the photos and notify you via e-mail, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect. If you are entitled to a replacement or refund, we will replace the product (Buyer is responsible for paying the shipping cost) or refund the 80% of its purchase price, using the original method of payment.