Pet Pals Marketplace
Welcome to Pet Pals Marketplace, a dedicated platform for pet lovers. Our goal is to create a seamless and enjoyable experience for both buyers and sellers. We understand that sometimes issues may arise with transactions, and our refund and return policy is designed to address these concerns fairly.
Policy Overview
Pet Pals Marketplace’s return policy is designed to balance the needs of both buyers and sellers. If a buyer has a concern about an item received, they must initiate a return request through the Order Status page within 72 hours of the carrier-confirmed local delivery time. Concerns raised outside of these channels may not be considered. Returns are not permitted after the buyer has rated the transaction or after 72 hours have passed.
Return Eligibility
Return requests must be made within 72 hours from delivery, as reflected by the carrier’s timestamp. Eligible reasons for returns include:
- Item was damaged during shipping
- Item doesn’t fit
- Item is not as described
- Item doesn’t work as described
- I received the wrong item
- Authenticity concerns
- The item smells
- I didn’t receive everything I ordered
Evaluation Process
When a return is initiated, the buyer must provide the reason for the return and clear photos of the shipping label, the external package, packing materials, and all items included in the package within 24 hours. Pet Pals Marketplace may share these photos with the seller or request additional information.
Items that are sealed or wrapped by the original manufacturer may not be returned if they have been unsealed or unwrapped by the buyer, unless the item does not work, is damaged, or is not authentic. Undergarments, bathing suits, and pet hygiene products may only be returned in their original packaging and may not be tried on.
Return Process
Once a return is approved, Pet Pals Marketplace provides a free shipping label to the buyer. The buyer has 3 calendar days (72 hours) to provide the item to the designated shipping carrier, and 7 days (168 hours) for the acceptance scan to allow for weekend or holiday drop-off, or the return may be voided. If the item is not received by the seller within 15 days from the first carrier scan date, the buyer will be refunded.
Approved Returns and Refunds
- Under Nominal Amount: Returns under a nominal amount may be issued as an account credit, and the buyer may not need to ship the item back. Credits will expire in 90 days unless otherwise requested by the buyer.
- Over Nominal Amount: Completed returns will be refunded to the original form of payment within 14 calendar days after confirmation that the item was returned using the provided return label.
Refund Requests After Rating
If a buyer has rated the item or does not request a return within 72 hours of receipt, a return will not be permitted, and a refund will not be issued.
Seller Return Issues
When the seller receives a returned item, they have 24 hours from confirmed delivery to report if the item is not in the same condition as initially shipped. Sellers must provide all requested information and photos within 24 hours. Pet Pals Marketplace will review and take appropriate action.
Return Process Abuse
Abuse of the return process by either a seller or a buyer may result in account limitations and/or legal action as determined by Pet Pals Marketplace.
Thank you for being a part of the Pet Pals Marketplace community. If you have any questions or need further assistance, please contact our support team.