Return Policy

last update: 17/10/2023

We will happily refund or exchange any items that have been incorrectly delivered within 14 days of the purchase date and with proof of payment (your original order form will suffice).

All Return and Exchange requests must be made by contacting [email protected] or by contacting this number: 180 6000 or WhatsApp.

Our Petzone Support Team will schedule the drop and pick up on the same day; We will proceed on the next day with any exchange or return requests only after 5 PM.

Please check the contents of your Petzone package upon arrival. Should any items be damaged during shipment, you must notify us upon opening the box. Also, please keep all packaging materials from the shipment.


- We will refund your amount through the same method as the payment option selected by the customer while purchasing. Customers can also request refunds as Reward Points or as store credit.

- Credit Card Refund Period:  10 to 15 days

- Knet Refund Period: 3 to 5 Days.

- Reward Points Refund Period: Within 24 hours of cancellation

- If Item purchased is during a Sale or Discounted Offer period, we will not accept exchange or refund until after the Sale or Offer end date.

- If the customer used their Reward Points while checkout as a partial or complete payment option, we will refund the same amount in points, we would not convert Reward Points to cash.

- Please note that there will be no refund for garments (clothes), toys or pet beds.

- Fleas, ticks and ringworm are some problems that can be transferred from one animal to another through used items.

- Items that are returned worn, altered, damaged, dirty, or otherwise in a condition where they can't be resold cannot be refunded or exchanged.

- Items which require custom installation, such as Scratching Posts and Pet Furniture, are non-refundable once installed.