Refund policy

Return Policy

At The Pet Pulse, we want you and your pet to love your purchase. If an item does not meet your expectations, we offer a comprehensive return window. Due to strict hygiene and pet safety standards, please review our conditions carefully.

1. Return Window

Return requests must be submitted within 30 days from the documented date of delivery. Inquiries after this window cannot be accepted.

2. Eligibility Criteria

To qualify for a valid return and refund, items must strictly meet the following standards:

  • The item must be completely unused, unwashed, and in original brand-new condition.
  • For hygiene and animal health safety, returned items must be completely free of pet hair, dander, saliva, stains, or odors.
  • All original packaging, product tags, manuals, and accessories must remain intact and included.
  • Items showing signs of chewing, claw scratches, soil, washing, or physical wear will be rejected during quality inspection.

3. Return Shipping Costs

The customer is responsible for paying all shipping costs for returned merchandise. Return shipping costs are non-refundable. We recommend using a trackable shipping service, as The Pet Pulse cannot guarantee receipt of returned items without tracking.

4. How to Initiate a Return

  1. Contact our customer support team at support@thepetpulse.store within 30 days of delivery with your order number and item details.
  2. Our team will review your request and provide an authorized return warehouse address with instructions.
  3. Do not ship returns to the administrative office address or origin label address without prior authorization.

Refund Policy

This policy details order cancellation parameters and refund timelines for authorized returns.

1. Order Modifications & Cancellations

  • If you need to change or cancel an order, contact us immediately at support@thepetpulse.store.
  • We operate a strict 1 - 2 hour cancellation window from the time of purchase.
  • Once this window has closed, orders enter automated fulfillment and cannot be modified. If you no longer want the items, please follow our standard return procedure upon delivery.

2. Quality Inspection & Approval

Returned items are inspected upon arrival to verify unused condition, cleanliness, and intact packaging. You will receive an email notification regarding your return approval or rejection.

3. Refund Timing

Once approved, your refund will be processed immediately back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have not seen your credit post after receiving approval:

  • Check your bank statement or card account again.
  • Contact your bank or card issuer, as financial institutions often require processing time before funds appear.
  • If you still need assistance, contact us at support@thepetpulse.store.