Return and Refund Policy

Return and Refund Policy

At Petcharged, we want you to be completely satisfied with your pet product purchases. We understand that sometimes items may not meet your expectations, and we're committed to making the return process as simple and fair as possible.

Return Eligibility

Return Window

  • All Orders: 30 days from delivery date

  • Universal policy: Applies to both domestic (USA shipped) and international (China shipped) products

  • Consistent experience: Same return timeframe regardless of shipping origin

Item Condition Requirements

Items must meet the following conditions to be eligible for return:

  • Unused and unopened: Products must be in their original, unopened packaging

  • Original condition: Items should be in the same condition as when received

  • All tags and labels intact: Keep all product tags, labels, and packaging materials

  • Complete accessories: Include all original accessories, manuals, and components

  • No pet hair or odors: Items that have been used with pets cannot be returned for hygiene reasons

Non-Returnable Items

For health and safety reasons, certain items cannot be returned:

  • Opened food products: Pet food, treats, or supplements that have been opened

  • Personal hygiene items: Items that come into direct contact with pets (brushes, collars after use)

  • Customized products: Personalized or custom-made items

  • Perishable goods: Items with expiration dates that have been opened

  • Digital products: Downloadable content or digital training materials

Return Process

Step 1: Contact Customer Service

Before returning any item, please contact our customer service team:

  • Email: info@petcharged.com

  • Response time: Within 24 hours during business days

  • Include in your message: Order number, item(s) to return, and reason for return

Step 2: Return Authorization

Our team will provide you with:

  • Return Merchandise Authorization (RMA) number

  • Return shipping instructions

  • Return address information

  • Packaging requirements

Important: Do not ship items back without an RMA number, as we cannot process returns without proper authorization.

Step 3: Package and Ship

  • Use original packaging when possible, or similar protective packaging

  • Include RMA number clearly visible on the package exterior

  • Include copy of order confirmation inside the package

  • Use trackable shipping method to ensure safe delivery

Return Shipping Costs

Domestic Returns (USA Warehouse Products)

  • Customer responsibility: Standard return shipping costs are paid by the customer

  • Our responsibility: We pay return shipping if the item was defective, damaged, or incorrectly sent

  • Return shipping cost: Typically $5-15 depending on item size and weight

International Returns (China Warehouse Products)

  • Customer responsibility: Customer pays for return shipping to international warehouse

  • Higher costs: International return shipping typically costs $15-40

  • Alternative option: For low-value items, we may offer partial refund without requiring physical return

Defective or Incorrect Items

If we sent the wrong item or the product arrived defective:

  • Full return shipping reimbursement

  • Prepaid return shipping label provided when possible

  • Priority processing for replacement or refund

Refund Process and Timeline

Refund Processing Steps

  1. Item received and inspected: 2-3 business days after we receive your return

  2. Refund approval: Within 24 hours of successful inspection

  3. Refund processing: 3-5 business days to process refund to original payment method

  4. Bank processing time: Additional 3-7 business days for refund to appear in your account

Refund Amounts

  • Full refund: Original purchase price minus any applicable restocking fees

  • Shipping costs: Original shipping charges are not refunded unless item was defective or incorrectly sent

  • Restocking fee: 15% restocking fee may apply to returns of large or heavy items

  • Return shipping deduction: Return shipping costs may be deducted from refund if customer pays

Payment Method Refunds

  • Credit card refunds: Processed to the original card used for purchase

  • Debit card refunds: Returned to original debit card account

  • Digital wallet refunds: Apple Pay, Google Pay, and other digital wallet payments refunded to original payment source

  • Bank transfer refunds: Direct bank payments refunded to original bank account

  • Gift card option: Store credit available for faster processing if preferred

Stripe Payment Processing

All payments are securely processed through Stripe, our trusted payment processor:

  • Secure refund processing: All refunds are processed through Stripe's secure system

  • Refund verification: Stripe provides confirmation for all refund transactions

  • Payment protection: Stripe's fraud protection covers all transactions and refunds

  • Multiple payment methods: Accepts all major credit cards, debit cards, and digital wallets

Exchanges

Exchange Availability

  • Size exchanges: Available for items with multiple size options

  • Color exchanges: Subject to inventory availability

  • Product exchanges: Different products can be exchanged with price adjustment

Exchange Process

  • Follow return process outlined above

  • Specify exchange preference in customer service communication

  • Pay price difference if exchanging for more expensive item (processed through Stripe)

  • Receive refund difference if exchanging for less expensive item

Exchange Shipping

  • Outbound shipping: You pay return shipping for original item

  • Inbound shipping: We pay shipping for exchange item to you

  • Expedited exchange: Available for additional fee if needed quickly

Special Circumstances

Damaged Items

If your item arrives damaged:

  • Contact us immediately: Within 72 hours of delivery

  • Provide photos: Take clear photos of damaged packaging and product

  • Keep all materials: Retain all packaging until issue is resolved

  • Priority resolution: Damaged item claims receive immediate attention

Wrong Item Received

If we sent the incorrect product:

  • Contact customer service immediately

  • Provide order details: Include order number and description of item received

  • Keep original item: Don't use or open incorrect item if possible

  • Fast resolution: Wrong item issues are resolved within 24-48 hours

Late Delivery Returns

For items that arrive significantly late:

  • Extended return window: Additional 15 days beyond normal return period

  • Shipping refund: May include refund of original shipping charges

  • Expedited replacement: Priority shipping for replacement orders

International Return Considerations

Customs and Duties

  • Return duties: Customer may be responsible for customs duties on returns

  • Documentation required: Proper customs documentation must be included

  • Value declaration: Returns must be declared with accurate value information

Extended Processing Time

  • Longer transit: International returns take 2-4 weeks to reach our facility

  • Customs delays: Returns may be delayed in customs processing

  • Tracking limitations: Limited tracking once return enters international postal system

Alternative Resolution

For international customers, we may offer:

  • Partial refund without return: For low-value items where return shipping exceeds item value

  • Local donation option: Donate item locally and receive full refund

  • Flexible resolution: Case-by-case evaluation for international shipping challenges

Quality Guarantee

Our Commitment

  • Product quality: All products are inspected before shipment

  • Supplier standards: We work only with reputable suppliers who meet quality standards

  • Customer satisfaction: Your satisfaction is our top priority

Warranty Information

  • Manufacturer warranties: Items include original manufacturer warranties where applicable

  • Defect coverage: Manufacturing defects covered beyond normal return window

  • Usage guidance: Proper usage instructions provided for all products

Contact Information for Returns

Customer Service Team

  • Email: info@petcharged.com

  • Response guarantee: Within 24 hours during business days

  • Phone support: Available for urgent return issues during business hours

  • Live chat: Available on website during business hours for immediate assistance

Return Address

Return addresses will be provided with your RMA authorization and vary based on product origin:

  • USA returns: Domestic return facility address provided

  • International returns: International return facility address provided

Policy Updates

We may update this return policy periodically to reflect changes in our operations, shipping partners, or customer service improvements. The most current version will always be available on our website.

Last Updated: June 17, 2025

Customer Satisfaction Commitment

At Petcharged, we believe that happy pets make happy families. If you're not completely satisfied with your purchase, we're committed to working with you to find a solution. Our return policy is designed to be fair to both our customers and our business while maintaining the highest standards of customer service.

Whether your pet didn't take to their new toy, the product didn't meet your expectations, or you simply changed your mind, we're here to help make it right. Your trust in our products and service is what allows us to continue providing quality pet products at competitive prices.

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