Refund policy
Petsera, we stand behind every product we sell. If you're not completely satisfied with your purchase, we're here to make it right.
Return Eligibility
We accept returns within 30 days of the delivery date. To be eligible, items must:
- Be in their original, unused condition
- Be free from damage caused by misuse or improper assembly
- Include all original parts, panels, hardware, and packaging
- Be accompanied by proof of purchase (order number or receipt)
Non-Returnable Items
The following items are not eligible for return:
- Replacement parts (Corner Tubes, Cross Tubes, Wall Tubes, Door Assemblies) that have been installed or used
- Replacement Glass Feeder Bowls that have been used
- Items marked as final sale
- Custom or personalized orders
Return Method
All returns are processed via mail. We do not accept in-store or in-person returns at this time.
How to Initiate a Return
- Email us at info@petsera.store with your order number and reason for return
- Our team will respond within 1–2 business days with return instructions
- Pack the item securely with all original components
- Ship using a trackable shipping method and retain your tracking number
- Once received and inspected, your refund will be processed within 10 business days
Return Label
Petsera does not provide prepaid return labels. Return shipping costs are the responsibility of the customer, unless the item arrived damaged, defective, or we made an error in which case we will provide a prepaid return label at no cost to you.
Restocking Fee
We do not charge a restocking fee on standard returns that meet our eligibility criteria.
Refunds
Once we receive and inspect your returned item, we will process your refund within 10 business days. Approved refunds will be issued to your original payment method. Please allow an additional 15 business days for the refund to appear on your statement, depending on your bank or card issuer.
Exchanges
We do not offer direct exchanges at this time. If you'd like a different item, please return the original product and place a new order for the desired item.
Damaged or Defective Items
If your item arrives damaged or defective, contact us within 48 hours of delivery with:
- Your order number
- Clear photos of the damage or defect
- A brief description of the issue
We will arrange a replacement or full refund at no cost to you.
Contact Us
- Email: info@petsera.store
- Phone: +1 8572193007
- Address: 3726 Albany Post Rd, Hyde Park, New York 12538, United States
- Business Hours: Monday – Friday, 9:00 AM – 5:00 PM EST (GMT-5)
- Email Cut-off Time: Emails received after 5:00 PM EST (GMT-5) will be responded to the next business day
- Response Time: Within 1–2 business days