Refund policy

RETURN & REFUND POLICY

At The PetTrail, we want you and your pet to be happy with your purchase. If you need to return an eligible item, please review the policy below.

Returns

We accept eligible returns within 30 days of the date your order is delivered.

To be eligible for a return, the item must:

  • Be unused and in its original condition
  • Be in the original packaging
  • Include all original tags and accessories
  • Not have been used by a pet

To request a return, please contact us at kemorefrancis79@gmail.com before sending anything back. We will provide return instructions if your request is approved.

Please do not send an item back without receiving return instructions from The PetTrail first.

Return Shipping

For returns due to a change of mind, incorrect size, or another reason not caused by The PetTrail, the customer is generally responsible for the return shipping cost.

If an item arrives damaged, defective, or you receive the wrong item, please contact us so we can review the issue and determine the appropriate resolution.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, defective, or you received the wrong item, contact us at kemorefrancis79@gmail.com within 7 days of delivery and include your order number and clear photos of the item and packaging.

We will review the issue and work with you on an appropriate resolution, which may include a replacement or refund.

Exceptions / Non-Returnable Items

Certain items may not be eligible for return, including items that:

  • Have been used by a pet
  • Are damaged after delivery due to misuse or improper care
  • Are missing original packaging, tags, or accessories
  • Are otherwise not in their original condition

For hygiene and safety reasons, The PetTrail may not accept returns of pet products that have been used by a pet.

Gift cards are non-refundable except where required by applicable law.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

Exchanges

If you need a different size, colour, or product, please contact us first.

Depending on availability, we may recommend returning the original item and placing a new order for the replacement.


Refunds

Once your approved return is received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow up to 10 business days for The PetTrail to process an approved refund. Your bank or credit card provider may require additional time to post the refund to your account.


Order Cancellations

If you need to cancel an order, contact us as soon as possible at kemorefrancis79@gmail.com.

We cannot guarantee that an order can be cancelled once it has been processed or shipped. If the order has already shipped, you may need to follow the return process above.

Contact Us

For questions about returns, refunds, exchanges, or damaged/incorrect orders, please contact:


The PetTrail

Email: kemorefrancis79@gmail.com