Return and Refund Policy

Overview

At PetBar, we strive to ensure that every elevated pet feeding station meets high quality standards. If you receive a defective or damaged product, we offer a structured return process. Please review our complete return policy below to understand your rights, responsibilities, and non eligible return categories.

Return Window

We provide a 28 day return window. You must submit your return request for a defective or damaged item within 28 calendar days from the date your package was delivered according to official carrier tracking records.

Return Eligibility Criteria

To qualify for an approved return, your item must meet all the following conditions:

  • The product must arrive damaged, broken, or suffering from manufacturing defects.
  • The item must be unused, in its original condition, and contained in its original packaging with all manuals and parts included.
  • Proof of purchase, such as your PetBar order receipt or transaction ID, must be provided.

Strict Return Exclusions (Non Refundable Items)

To maintain clear operational guidelines, we strictly do not accept returns or issue refunds under the following circumstances:

  • Change of Mind Returns: We do not accept returns or issue refunds if you simply change your mind, choose a different style preference, or no longer need the item after purchase.
  • Sale Items: All promotional or sale items are final sale and strictly cannot be returned or refunded.
  • Custom Made Products: Any customized or special order pet products cannot be returned or refunded once processed.

Exchanges

PetBar strictly does not offer product exchanges. If you require a different product model or size, you must place a new order on our storefront.

Return Shipping Costs and Restocking Fees

For all approved returns, the customer is fully responsible for purchasing and providing the shipping label to send the package back to our warehouse. Additionally, a fixed restocking fee applies to cover inventory inspection and handling:

  • Restocking Fee: $5.00 USD per returned item (deducted from your final refund amount).
  • Return Label Fee: Paid directly by the customer to their selected shipping carrier.

How to Initiate a Return

To begin a return for a defective or damaged item, please follow these steps:

  1. Contact our customer care team via email at info@petbar.site within 28 days of delivery.
  2. Provide your order number, clear photographs or video footage showing the product damage or defect, and a brief description of the issue.
  3. Our support staff will review your submission and provide return shipping address instructions if approved.
  4. Ship the item back using a trackable shipping service. Unsolicited returns sent without prior approval will be rejected.

Refund Processing Time and Delayed Refunds

Once your returned package is received and inspected at our facility, we will notify you via email regarding the approval status of your refund. If approved, your refund will be processed back to your original PayPal account in $XX.XX USD currency within 7 business days, minus the $5.00 USD restocking fee.

If you have not received an expected refund after 7 business days from our approval notice, please verify your PayPal account balance first, then reach out to our support team at info@petbar.site for assistance.

Contact Information

Business Name: PetBar
Support Email: info@petbar.site
Support Phone: +33650525068
Business Address: 132 Thompson St, New York, NY 10012, USA
Time Zone: Eastern Standard Time (EST, UTC-5)
Business Hours: Monday through Friday, 9:00 AM to 5:00 PM EST
Google Maps Location: Map Location Link