Overview
1. Policy Overview
PETWK offers a 14-day return policy for most standard products from the delivery date. Customized/made-to-order items are generally non-refundable unless defective. All returns require prior authorization.
2. Return Eligibility
2.1 Qualifying Conditions:
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Standard products: Unused, in original packaging with tags
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Defective/damaged items (including custom products)
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Incorrect items received
2.2 Non-Returnable Items:
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Customized/personalized products (except defective)
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Opened hygiene-related products
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Final sale/discontinued items
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Used pet bedding/grooming supplies
3. Return Process
3.1 Initiation:
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Contact customer service at support@petwk.com within 72 hours of delivery
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Provide order number and supporting documentation (photos/video)
3.2 Authorization:
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PETWK will respond within 2 business days
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Approved returns will receive a Return Merchandise Authorization (RMA) number
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Unauthorized returns will not be accepted
4. Refund Processing
4.1 Approved Returns:
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Refunds issued within 5-10 business days after receipt
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Original payment method refunds may take additional 3-5 banking days
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Store credit option available with 10% bonus value
4.2 Deductions:
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Return shipping costs (unless PETWK error)
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15% restocking fee for international returns
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Original shipping fees non-refundable
5. Special Circumstances
5.1 Defective Custom Products:
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Full refund or free remake option
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Return shipping covered by PETWK
5.2 Lost/Damaged in Transit:
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File claim within 14 days of delivery
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Replacement shipped within 3 business days or full refund
6. International Returns
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Customer responsible for return shipping and duties
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Refund amount excludes original shipping and import fees
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Must include all original documentation
7. Exchanges
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Product exchanges subject to availability
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Price differences will be charged/refunded accordingly
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No additional shipping fees for size exchanges
8. Policy Modifications
PETWK reserves the right to modify this policy at any time. Current policies apply to all active returns.