Return & Refund Policy

Welcome to the updated Return & Refund Policy for Petcharged. The policy below explains your rights and obligations when returning items purchased from our store and the way in which refunds are processed. All changes take immediate effect for orders delivered on or after 28 July 2025.

1. Return Window

You may request to return eligible products within 14 calendar days of the delivery date. Requests made on or after the 15th day cannot be accepted unless the item arrived damaged or defective (see Section 9).

2. Eligibility Conditions

1.      Items must be unused, unwashed, and in the same condition received, with all original tags, manuals, accessories, and manufacturer packaging included.

2.     Proof of purchase (order confirmation email or packing slip) is required.

3.      For hygiene reasons, opened pet bowls, grooming tools, and any item that has come into direct pet contact cannot be returned unless faulty.

4.     Custom-engraved or personalized items are non-returnable unless defective.

3. Non-Returnable Items

The following products cannot be returned for refund or exchange unless damaged on arrival.

·        Gift cards and store credit vouchers.

·        Perishable treats or food items if packaging is opened.

·        Clearance or “Final Sale” items marked on the product page at purchase.

·        Products damaged due to misuse, chewing, or abnormal wear (see Section 10).

4. How to Initiate a Return

Follow the steps below to obtain a Return Merchandise Authorization (RMA) before shipping your item.

1.      Email info@petcharged.com with your order number, item SKU, reason for return, and clear photos (if damaged).

2.     Our team responds within 24 hours with an RMA number and return shipping label (where applicable).

3.      Pack the item securely, affix the provided label, and ship within 7 calendar days of receiving the RMA.

4.     Retain your tracking number until your refund is confirmed.

Note: Returns without an RMA or sent to an address other than the one provided in the RMA email will not be processed.

5. Return Shipping Costs

·        If the return is due to Petcharged error (wrong, damaged, or defective item), we cover return shipping.

·        For all other returns (e.g., change of mind, wrong size ordered), the customer is responsible for return shipping and any applicable customs duties.

·        A flat return-shipping deduction of $9.95 may apply to U.S. domestic returns unless you choose to use your own carrier (then no deduction applies).

6. Inspection & Restocking

Returned items are inspected within 2 business days of arrival at our warehouse. If the item passes inspection, we proceed to refund. If it fails inspection, we will email a detailed explanation and offer to ship the item back at your expense or dispose of it responsibly.

7. Refund Method & Timeline

1.      All approved refunds are issued to the original payment method via Shopify Payments within 10 calendar days of inspection completion.

2.     Depending on your bank, it may take an additional 3-5 business days for the credit to appear on your statement.

3.      If you paid with a gift card or store credit, your refund will be re-issued as store credit.

4.     Shipping fees paid at checkout are non-refundable unless we shipped the wrong or defective item.

8. 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.

 

9. Late or Missing Refunds

If 15 calendar days have passed since we confirmed your refund and you still do not see the credit.

1.      Check your bank or credit-card statement again.

2.     Contact your card issuer; processing time can vary.

3.      If the issuer has no record, email info@petcharged.com with your order number and “Refund Status Request” in the subject line.

10. Damaged, Defective, or Incorrect Items

Inspect your parcel immediately on delivery. If an item arrives damaged, defective, or not as ordered:

·        Email info@petcharged.com within 48 hours, including photos of the outer box, shipping label, and the damaged product.

·        Upon verification, we will offer a free replacement, exchange, or full refund (including original shipping) at your choice.

·        You will not be charged any return shipping fees for defective or incorrect items.

11. Warranty & Abuse Exclusions

Our policy does not cover damage caused by misuse, accidents, unauthorized modifications, chewing, or normal wear and tear. Certain products carry a manufacturer warranty; warranty claims follow the manufacturer’s procedures.

12. Exchanges

Exchanges are processed as follows:

1.      Request an RMA and select “Exchange” in your email.

2.     We confirm stock availability and issue an exchange invoice (or store credit) for any price difference.

3.      The new item ships once the original is received and passes inspection.

13. Gifts

If the item was marked as a gift at checkout and shipped directly to the recipient, returns are eligible for store credit to the recipient once the return is received. Refunds to the original purchaser require the payment card details.

14. Order Cancellations

You may cancel an unshipped order by emailing info@petcharged.com within 12 hours of purchase. After shipment, please follow the standard return procedure.

15. Chargebacks & Fraud Prevention

We reserve the right to dispute any chargeback we believe is filed in bad faith. Repeated chargebacks may result in account suspension. Fraudulent returns (e.g., sending different items) are reported to authorities.

16. Policy Updates

We may update this policy periodically to comply with legal requirements or improve customer experience. Changes are posted on this page with the “Last Updated” date. Your continued use of our site indicates acceptance of the revised terms.

17.Return Address

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

18. Contact Us

Questions? We’re here to help:

·        Email: info@petcharged.com

·        Phone: +1 307 269 6640

·        Address (for correspondence only, not for returns):
30 N Gould St STE R, Sheridan, WY 82801, USA.

Return addresses are provided exclusively in RMA confirmation emails; do not send returns to  this address.

Thank You for Choosing Petcharged

We appreciate your trust in our products and strive to ensure every experience—purchase, play, or return—is enjoyable and worry-free. By adhering to the guidelines above, you help us process returns swiftly and keep tails wagging!