Refund policy
RETURN AND REFUND POLICY
At Pet Elite, customer satisfaction is important to us. As our products are shipped directly from different fulfillment centers and suppliers, return instructions may vary depending on the product and destination.
Please contact us before returning any item. Products sent back without prior authorization may not be accepted or refunded.
CONTACT INFORMATION
Email: petelite.store.shopify@gmail.com
When contacting us, please include your full name, order number, a description of the issue, and clear photos or videos when applicable.
RETURNS
You may request a return within 10 calendar days after receiving your order.
To qualify for a return, the product must:
• Be unused and in the same condition in which it was received.
• Be clean and free from pet hair, stains, odors, bite marks, scratches, or other signs of use.
• Include its original packaging, labels, manuals, accessories, and components.
• Include valid proof of purchase or an order number.
To begin a return, email petelite.store.shopify@gmail.com.
After reviewing your request, we will provide the correct return instructions and return address. Do not return the product to the address shown on the original package, as this may be the address of a supplier or international logistics center that cannot process customer returns.
DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
Please inspect your order as soon as it arrives.
Contact us immediately if your product:
• Arrived damaged or broken.
• Has a manufacturing defect.
• Is missing parts or accessories.
• Is different from the item, size, color, or variant ordered.
• Does not function as reasonably expected.
Please send your order number and clear photos or videos showing:
• The product received.
• The problem or defect.
• The shipping label.
• The external and internal packaging.
Claims without sufficient evidence may take longer to process.
Once the claim has been reviewed and approved, we may offer one of the following solutions, depending on the circumstances and applicable law:
• A replacement product.
• A full refund.
• A partial refund.
• Replacement parts.
• Another appropriate solution agreed upon with the customer.
For approved damaged, defective, or incorrect product claims, you may not be required to return the product. Please wait for our instructions before disposing of or returning it.
CHANGE-OF-MIND RETURNS
Returns due to a change of mind may be accepted when requested within the applicable return period and when the product remains unused and in its original condition.
The customer is responsible for return shipping costs for change-of-mind returns, unless applicable consumer law requires otherwise.
International return shipping may be expensive and, in some cases, may cost more than the original product. We recommend contacting us before arranging any shipment so we can review the available options.
For change-of-mind returns, original shipping fees, customs duties, taxes, and import charges are generally non-refundable, except where required by law.
NON-RETURNABLE ITEMS
For health, hygiene, and safety reasons, we may not accept returns of used products that have been in direct contact with a pet.
This may include:
• Grooming and bathing products.
• Brushes, combs, and deshedding tools.
• Pet beds, blankets, and cushions.
• Bowls, feeders, water bottles, and fountains.
• Collars, harnesses, and leashes.
• Pet carriers and travel accessories.
• Chew toys, plush toys, and teething products.
• Hygiene and cleaning products.
• Products containing pet hair, stains, odors, saliva, bite marks, or scratches.
• Personalized or customized products.
• Gift cards.
• Products marked as final sale, where legally permitted.
These exclusions do not apply when the product arrived damaged, defective, incorrect, or when mandatory consumer protection laws provide otherwise.
RETURN SHIPPING
All returns must be approved before shipment.
Once approved, we will provide the correct return address. Because our products may be shipped from different fulfillment centers, the return address may be different from the original shipping address.
Customers are responsible for return shipping costs when:
• They changed their mind.
• They ordered the wrong size, color, model, or quantity.
• They provided incorrect order information.
• The product does not meet a personal preference but matches its description.
Pet Elite will cover or reimburse reasonable return shipping costs when an approved claim confirms that the product was damaged, defective, or incorrect, subject to applicable law.
We strongly recommend using a trackable shipping service and keeping the shipping receipt. Pet Elite is not responsible for returned packages that are lost, damaged, or delivered to an unauthorized address.
REFUNDS
We will notify you after your return or claim has been reviewed.
Approved refunds will be issued to the original payment method used for the purchase.
Please allow approximately 5 to 10 business days for the refund to appear after it has been processed. Actual processing times depend on your bank, credit card company, PayPal, or payment provider.
Pet Elite does not control delays caused by banks or payment processors.
Original shipping charges, customs duties, taxes, currency conversion fees, and import charges are generally non-refundable, except when required by law or when the entire order was damaged, defective, incorrect, or not delivered as agreed.
Refunds cannot be issued to a different card, bank account, or payment method.
ORDER CANCELLATIONS
Orders may only be cancelled before they have been processed by our fulfillment center.
To request a cancellation, contact petelite.store.shopify@gmail.com as soon as possible.
Because orders may be processed automatically shortly after purchase, cancellation cannot be guaranteed.
Once an order has been processed, dispatched, or shipped, it cannot be cancelled. The customer must wait for delivery and request a return according to this policy.
ORDER CHANGES
Changes to the shipping address, product, size, color, model, or quantity may only be requested before the order has been processed.
Customers are responsible for reviewing all order and shipping information before completing the purchase.
We cannot guarantee changes after an order has entered fulfillment.
LOST PACKAGES
If your order has not arrived within the estimated delivery period, please contact us at petelite.store.shopify@gmail.com.
We may ask you to:
• Review the tracking information.
• Confirm your complete delivery address.
• Contact the local carrier or postal service.
• Check with household members, neighbors, reception areas, or nearby delivery locations.
• Wait for the carrier’s investigation to be completed.
If the carrier or fulfillment provider officially confirms that the package was lost in transit, we may offer a replacement or refund.
MARKED AS DELIVERED BUT NOT RECEIVED
If tracking shows that the order was delivered but you cannot locate it, contact us as soon as possible.
Before contacting us, please:
• Verify the shipping address on your order.
• Check around the delivery location.
• Ask household members or neighbors.
• Contact the local delivery company.
• Allow up to 48 hours, as some carriers mark packages as delivered before final delivery.
A refund or replacement is not automatically guaranteed when tracking confirms delivery. Each case will be reviewed based on the carrier’s investigation and available evidence.
INCORRECT OR INCOMPLETE ADDRESS
Customers are responsible for providing a complete and accurate shipping address.
Pet Elite is not responsible for delivery failures caused by:
• Incorrect or incomplete addresses.
• Missing apartment, unit, house, or postal code information.
• Incorrect recipient names or phone numbers.
• Address changes requested after fulfillment.
• Refusal to accept the package.
• Failure to collect the package.
• Delivery restrictions at the destination.
If an order is returned because of an incorrect or incomplete address, the customer may be responsible for reshipping costs.
If the package cannot be recovered or returned, a refund may not be available.
UNCLAIMED OR REFUSED PACKAGES
Packages that are refused, rejected, or not collected from the carrier, postal service, or customs office may be returned or destroyed.
If the package is returned to an approved facility, a refund may be issued after deducting shipping, return, handling, customs, or processing expenses, where permitted by law.
If the package is destroyed, abandoned, or cannot be recovered, we may be unable to issue a refund.
DELIVERY DELAYS
Estimated delivery dates are estimates and are not guaranteed.
Delivery may be delayed due to:
• Customs inspections.
• High seasonal demand.
• Carrier delays.
• Weather conditions.
• Public holidays.
• Transportation disruptions.
• Incorrect address information.
• Events outside our reasonable control.
A delayed order is not automatically considered lost. Refunds for delayed packages will only be considered after the estimated delivery window has passed and the carrier or fulfillment provider has completed any required investigation.
MULTIPLE PACKAGES
Orders containing more than one product may be shipped separately from different fulfillment centers.
Products may arrive on different dates and have separate tracking numbers. Receiving only part of an order does not necessarily mean that the remaining items are missing.
Please review all tracking information before submitting a missing-item claim.
EXCHANGES
Direct exchanges may not always be available because products are shipped from different fulfillment centers.
When an exchange is approved, we may:
• Send a replacement product.
• Ask you to return the original product.
• Issue a refund so you can place a new order.
Product availability is not guaranteed.
COLORS, SIZES, AND PRODUCT APPEARANCE
Product colors may appear slightly different depending on screen settings, lighting, photography, and manufacturing batches.
Measurements may vary slightly due to manual measurement.
Minor differences that do not affect the normal use or essential function of the product may not qualify as defects.
Customers must review all product measurements, size charts, specifications, compatibility information, and recommended pet weights before ordering.
INTERNATIONAL ORDERS
Orders may be shipped from international fulfillment centers.
International customers may be responsible for customs duties, import taxes, handling charges, and other fees required by their country.
These charges are not controlled by Pet Elite and are generally not included in the product or shipping price unless specifically stated at checkout.
Customers are responsible for ensuring that the products they order are permitted in their destination country.
Nothing in this policy limits mandatory consumer rights provided by the laws applicable in the customer’s country.
CHILEAN CONSUMER RIGHTS
Customers located in Chile may have a legal right to withdraw from an online purchase within 10 days after receiving the product, subject to the conditions and exceptions established by Chilean consumer law.
Customers in Chile may also exercise the six-month legal warranty for defective products and choose the legally applicable remedy.
Nothing in this policy limits or excludes mandatory rights provided under Chilean consumer protection law.
CONTACT US
For return, refund, cancellation, delivery, or product-related questions, contact:
Pet Elite
Email: petelite.store.shopify@gmail.com
Please include your full name, order number, and a clear explanation of your request so we can assist you as quickly as possible.