Refund policy
At Petsimi, your satisfaction is important to us. We carefully select products designed to meet the highest standards of quality and comfort. If you’re not completely satisfied with your purchase, we’re here to help.
Returns
We accept returns within 30 days of delivery for eligible items.
To request a return, please contact us at hello@petsimi.com with your order number and the reason for your return. Please do not send any items back without contacting us first, as return instructions and the appropriate return address will be provided after your request has been reviewed.
Returns sent without prior authorization may not be accepted.
Return Eligibility
To be eligible for a return, items must:
- Be unused and in their original condition.
- Be returned in the original packaging whenever possible.
- Include all accessories, manuals, and components originally received.
Non-Returnable Items
The following items cannot be returned unless they arrive damaged or defective:
- Personalized or custom-made products.
- Perishable goods.
- Gift cards.
- Items marked as final sale.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery at hello@petsimi.com. Include your order number and clear photos of the item and packaging so we can resolve the issue as quickly as possible.
Refunds
Once your returned item has been received and inspected, we will notify you of the status of your refund. If approved, your refund will be issued to your original payment method. Depending on your financial institution, it may take several business days for the refund to appear in your account.
Return Shipping
Customers are responsible for return shipping costs unless the item is defective, damaged, or an incorrect item was received.
Original shipping charges are non-refundable unless required by law.
Exchanges
At this time, Petsimi does not offer direct exchanges. If you would like a different size, color, or product, please contact us at hello@petsimi.com. If your item is eligible for return, you may return it according to our Return & Refund Policy and place a new order for the item you prefer.
If you received a damaged, defective, or incorrect item, please contact us within 7 days of delivery. We’ll work with you to resolve the issue as quickly as possible.
Order Cancellations
Orders may only be canceled before they have been processed or shipped. Once an order has been shipped, it must follow our standard return process.
Please note: Due to the nature of our fulfillment process, orders cannot be modified once they have been processed or shipped.
Contact Us
If you have any questions about our Return & Refund Policy or need assistance with a return, please contact us at:
Email: hello@petsimi.com