Return & Refund Policy

Last updated: June 2026

At PetOasis, customer satisfaction is important to us. We carefully inspect and prepare every order to ensure your pet products arrive safely and in good condition.

Please read our Return & Refund Policy carefully before making a purchase.

1. Return Window

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must be:

Unused
Unwashed
Undamaged
In its original packaging
In the same condition as received
Accompanied by proof of purchase

Return requests made after 30 days from delivery may not be accepted.

2. How to Request a Return

To start a return, please contact our support team at:

support@petoasis.shop

Please include:

Your full name
Order number
Email used at checkout
Reason for the return
Clear photos or videos of the item, if applicable

Once your request is reviewed, we will provide return instructions.

Please do not send any item back before contacting us first. Returns sent without approval may not be accepted.

3. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please include:

Your order number
Clear photos or videos of the issue
A photo of the packaging, if damaged

After reviewing your case, we may offer a replacement, store credit, or refund depending on the situation.

4. Non-Returnable Items

For hygiene and safety reasons, certain products may not be eligible for return, including:

Used pet beds
Used grooming products
Used feeding products
Opened hygiene-related items
Items damaged by customer use
Items without original packaging
Final sale or clearance items

If you are unsure whether your item is eligible, please contact us before requesting a return.

5. Return Shipping Costs

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Original shipping fees are non-refundable unless the return is due to an error on our part.

We recommend using a trackable shipping service, as we are not responsible for returns lost in transit.

6. Refund Process

Once your returned item is received and inspected, we will notify you whether your refund has been approved or rejected.

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

Please allow 5 to 10 business days for the refund to appear in your account, depending on your bank or payment provider.

7. Partial Refunds

In some cases, only partial refunds may be granted, including when:

The item is returned damaged
The item shows signs of use
The item is missing parts or packaging
The return request is made outside the approved return period

8. Order Cancellations

Orders can only be canceled before they are processed.

Once an order has been processed, packed, or shipped, it can no longer be canceled.

If your order has already shipped, you may request a return after receiving it, following the conditions in this policy.

9. Delivery Issues

If your package is delayed, please allow extra time for carrier updates.

Shipping times may vary due to weather, holidays, customs processing, carrier delays, or other circumstances outside our control.

If your tracking shows the package as delivered but you have not received it, please check with neighbors, building reception, or your local carrier first. If you still need help, contact our support team.

10. Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

PetOasis is not responsible for delays, lost packages, or failed deliveries caused by incorrect or incomplete addresses provided by the customer.

If an order is returned due to an incorrect address, additional shipping fees may apply.

11. Exchanges

We do not guarantee direct exchanges for all products.

If you need a different item, size, or variation, please contact us. Depending on availability, we may offer a replacement, store credit, or instructions for placing a new order.

12. International Orders

For international orders, delivery times and return procedures may vary depending on the destination country and local carrier policies.

Customers are responsible for any applicable customs fees, import duties, taxes, or local charges required by their country.

These charges are not controlled by PetOasis and are non-refundable.

13. Contact Us

For any return or refund questions, please contact us:

PetOasis
Email: support@petoasis.shop
Website: petoasis.shop