Return Policy

Thank you for shopping with PetChu. We want you to be satisfied with your purchase. If you are not completely satisfied, this Return Policy explains the terms and conditions that apply to returns, refunds, and replacements for products purchased directly from our website.

1. Eligibility for Returns

We accept return requests for eligible products purchased directly from PetChu within 14 days of the date of delivery.

To be eligible for a return, the item must:

• Be purchased directly from PetChu through our official website
• Be the subject of a return request submitted within 14 days of delivery
• Be accompanied by proof of purchase, such as an order number or confirmation email
• Meet any additional eligibility requirements described in this policy

PetChu reserves the right to deny any return request that does not satisfy the requirements of this Return Policy.

2. Non-Returnable Items

The following items are not eligible for return, refund, or exchange, except where required by applicable law:

• Gift cards
• Final sale or clearance items
• Products returned more than 14 days after delivery
• Products not purchased directly from PetChu
• Items that have been materially used, altered, or damaged after delivery for reasons not caused by PetChu
• Any item otherwise designated as non-returnable at the time of sale

3. Opened and Consumable Products

Because PetChu products are intended for pet use and may include consumable items, opened products may only be eligible for refund, replacement, or store credit in PetChu’s sole discretion.

If your pet does not tolerate, accept, or respond well to a product, you may contact us within the 14-day return window with your order number and a description of the issue. PetChu may, in its sole discretion, offer a refund, replacement, store credit, or other resolution.

Submission of a request does not guarantee approval.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, you must contact PetChu within 14 days of delivery.

To help us evaluate the issue, we may require:

• Your order number
• A description of the issue
• Photographs of the item, packaging, and shipping label
• Any other information reasonably requested by our customer support team

If PetChu determines that the item was damaged, defective, or incorrectly fulfilled, we may, at our option:

• Provide a replacement
• Issue a refund to the original payment method
• Issue store credit
• Provide another reasonable remedy

5. How to Initiate a Return

To request a return, refund, or replacement, please contact PetChu customer support through the contact information provided on our website and include:

• Your full name
• Order number
• Item(s) at issue
• Reason for the request
• Supporting photos, if applicable

PetChu will review your request and provide instructions if the return is approved. No product should be sent back without authorization from PetChu.

Unauthorized returns may be refused and may not be eligible for refund, replacement, or credit.

6. Return Shipping

If a return is approved, PetChu will provide instructions regarding return shipment.
Unless otherwise required by law or expressly authorized by PetChu in writing:

• Customers are responsible for return shipping costs
• Original shipping charges are non-refundable
• Shipping and handling charges are not refundable unless the return is due to PetChu’s error or a confirmed damaged or defective item

In certain cases, PetChu may elect, in its sole discretion, to provide a prepaid return label or to issue a refund or replacement without requiring the item to be returned.

7. Refunds

If a refund is approved, it will be issued to the original payment method used for the purchase, unless otherwise required by law.

Please allow a reasonable period of time for the refund to be processed and posted by your financial institution or payment provider. PetChu is not responsible for delays caused by banks, credit card issuers, or payment processors.

Refunds may be reduced or denied if the returned item does not meet the conditions of this Return Policy.

8. Exchanges and Replacements

PetChu does not guarantee direct exchanges. If an item is eligible for replacement, PetChu may provide a replacement product at its discretion.

If a replacement is not available, PetChu may instead issue a refund, store credit, or another appropriate remedy.

9. Risk of Loss for Returns

For approved returns that require shipment back to PetChu, the customer remains responsible for the item until it is received by PetChu. We recommend using a trackable shipping method when returning authorized items.

PetChu is not responsible for return packages lost, damaged, or delayed in transit.

10. Third-Party Purchases

This Return Policy applies only to purchases made directly from PetChu’s official website. If you purchased a PetChu product through a third-party retailer, marketplace, distributor, or other seller, your purchase is subject to that seller’s return and refund policy, and you must contact that seller directly.

11. Right to Refuse Returns

PetChu reserves the right to refuse any return, refund, replacement, or credit request that appears to:

• Violate this Return Policy
• Involve abuse of the return process
• Be fraudulent or deceptive
• Involve excessive or unreasonable return activity

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

12. Policy Changes

PetChu reserves the right to modify or update this Return Policy at any time in its sole discretion. Any changes will become effective upon posting to our website, unless otherwise required by law.

13. Contact Information

For questions about this Return Policy or to submit a return request, please contact PetChu through the customer support or contact page on our website.