Return Policy

📦 Return & Resolution Policy

At PetsNeeds.co, we take pride in the quality of our products and strive to ensure customer satisfaction. If there’s an issue with your order, we’re here to help.

All return and refund requests are handled on a case-by-case basis. To be eligible for any resolution:

  • You must contact us, report the issue, and submit your return or refund request:

    • Within 7 days of delivery (for all countries except the EU)

    • Within 14 days of delivery (if you are located in the European Union, in accordance with EU law)

  • The item must be unused and in its original condition (unless the issue is product-related)

  • Photo or video evidence may be required for product-related concerns

🛠️ Depending on the situation, we may offer:

  • Store credit for the full or partial value of the item, depending on the issue and our assessment

  • A partial refund (typically 30–50%)

  • A replacement item, if available

  • Or another resolution deemed appropriate by our team

Full refunds are only considered in rare cases where a verified issue cannot be resolved through another method.

🚫 Not eligible for return or refund:

  • Orders placed with incorrect shipping details provided at checkout

  • Items damaged due to misuse, wear, or improper care

  • Change-of-mind purchases or non-defective products

  • Requests made after the deadline (7 days for most countries, 14 days for the EU)

🇪🇺 EU Customer Notice

In compliance with EU consumer protection law, customers located in the European Union have the legal right to cancel their order within 14 days of receiving the item, without providing a reason.

To exercise this right:

  • Contact us at petsneeds.co@gmail.com within 14 days of delivery

  • Clearly state that you are exercising your legal right to cancel

  • We may request photo evidence to verify the item’s condition

  • A full refund will be issued in compliance with EU law

  • No physical return is required, but products must remain unused

🚫 Exceptions (not eligible for cancellation under EU law):

  • Opened hygiene items

  • Customized or personalized products

  • Digital goods once accessed or downloaded

We are committed to providing reliable support and fair resolutions. Please reach out to our customer care team and we’ll do our best to assist you.