Refund policy
At Pet Serene, your satisfaction (and your pet’s happiness!) is our top priority. If you’re not completely happy with your order, we offer a hassle-free 7-day return policy.
Return Window
You have 7 days from the date of delivery to initiate a return. After 7 days, unfortunately, we’re unable to offer a refund or exchange.
Eligibility for Returns
To be eligible for a return, your item must be:
• Unused, unworn, and in the same condition you received it
• In its original packaging with all tags attached
• Free from signs of wear, damage, pet hair, or odor
• Accompanied by proof of purchase (order number or confirmation email)
Non-Returnable Items
For health and safety reasons, the following items cannot be returned:
• Opened or used food, treats, and consumables
• Used grooming products (brushes, gloves, nail grinders)
• Opened litter, litter mats that have been used
• Used toys (squeakers, chew toys), lick mats, snuffle mats
• Items marked as “Final Sale” or “Clearance”
• Gift cards
If a non-returnable item arrives damaged or defective, please contact us — we’ll take care of it.
How to Start a Return (Self-Return Process)
We’ve kept our return process simple. Here’s how it works:
Step 1:
Email us at support@pet-serene.com within 7 days of delivery with:
• Your order number
• The item(s) you’d like to return
• The reason for the return
• Photos (if the item is damaged or defective)
Step 2:
Once approved, we’ll send you the return shipping address and instructions.
Step 3:
Pack the item securely in its original packaging and ship it back to us using a trackable shipping method. We strongly recommend keeping your tracking number.
Step 4:
Once we receive and inspect your return, we’ll send you an email confirming approval or rejection of your refund.
Return Shipping Costs
• Customer is responsible for return shipping costs unless the item is defective, damaged, or incorrect.
• Original shipping fees ($4.99 or $9.99) are non-refundable.
• We recommend using a trackable shipping service. Pet Serene is not responsible for lost return packages.
Refunds
Once your return is received and inspected, we’ll process your refund within 5–7 business days. The refund will be issued to your original payment method.
Depending on your bank or credit card provider, it may take an additional 3–10 business days for the refund to appear in your account.
If you haven’t received your refund after 14 business days, please contact us at support@pet-serene.com.
Damaged or Defective Items
If your item arrives damaged, defective, or you received the wrong product, we’ll make it right at no cost to you.
Please email support@pet-serene.com within 48 hours of delivery with:
• Your order number
• Clear photos of the item and packaging
• A brief description of the issue
We’ll either send a replacement or issue a full refund — your choice.
Exchanges
We currently do not offer direct exchanges. If you’d like a different item, please return your original purchase for a refund and place a new order.
Order Cancellations
You can cancel your order within 2 hours of placing it by emailing support@pet-serene.com. Once an order has been processed or shipped, we’re unable to cancel it — but you can still return it once it arrives.
Late or Missing Refunds
If you haven’t received your refund yet:
1. Check your bank account again
2. Contact your credit card company (it may take time before your refund is officially posted)
3. Contact your bank — there’s often some processing time before a refund posts
4. If you’ve done all of this and still haven’t received your refund, email us at support@pet-serene.com
Contact Us
Need help with a return or refund? We’re here to make it easy.
Pet Serene
Email: support@pet-serene.com
Website: pet-serene.com
Response Time: Within 24 hours (Mon–Fri)