Refund policy

Return requests must be made within 30 days beginning on the delivery date. Please review the eligibility requirements and return process below before sending an item back.

Return Summary

  • Return window: 30 days beginning on the delivery date.
  • Return method: By mail, after contacting Petsera for authorization and instructions.
  • Buyer-remorse return shipping: Paid by the customer.
  • Damaged, defective, or incorrect item: Petsera pays approved return shipping.
  • Restocking fee: No restocking fee for eligible standard returns.
  • Refund processing: Within 10 business days after the returned item is received, inspected, and approved.

Return Eligibility

To qualify for a return, the product must:

  • Be returned within 30 days after delivery.
  • Be unused and undamaged by the customer.
  • Include all original parts, accessories, manuals, and packaging.
  • Include proof of purchase, such as the Petsera order number.

Items marked final sale and personalized or custom items are not returnable. Hygiene-sensitive pet products that have been used may not qualify for a buyer-remorse return.

How to Request a Return

  1. Email info@petsera.store within 30 days after delivery.
  2. Include your order number, the email address used at checkout, the product being returned, and the reason for the return.
  3. Wait for return authorization and the correct return instructions before mailing the item.
  4. Pack the product securely with all original parts, accessories, and packaging.
  5. Use a trackable mailing service and keep the shipping receipt and tracking number until the return is complete.

Important: Do not mail a return to our public business address unless Petsera has confirmed that address in your return instructions.

Return Shipping Costs

For a change-of-mind or other buyer-remorse return, the customer is responsible for return shipping costs.

If an item is verified as damaged, defective, or incorrect, Petsera will provide or reimburse approved return shipping.

Standard outbound shipping is free on U.S. orders, so there is no standard outbound shipping fee to refund. Any optional expedited or additional service fee, if offered and selected, is non-refundable unless required by law or the service was not provided.

Damaged, Defective, or Incorrect Items

Contact Petsera within 48 hours after delivery. Please provide:

  • Your order number.
  • A short description of the issue.
  • Clear photographs of the product.
  • Clear photographs of the packaging and shipping label.

Keep the product and packaging while the claim is reviewed. After verification, Petsera may offer a replacement or a refund at no cost to the customer.

Refunds

After an eligible return is received and inspected, Petsera will notify you whether the refund is approved. Approved refunds are issued to the original payment method within 10 business days.

Your bank or payment provider may require up to 15 additional business days to post the credit to your account.

Exchanges

Petsera does not currently offer direct exchanges. To obtain a different product or variant, return the eligible original item and place a new order.

Order Cancellations

To request a cancellation or address change, contact us immediately. We cannot guarantee a cancellation or change after order processing or shipment has started.

Refused or Undeliverable Orders

If a refused or undeliverable package is returned to Petsera, any refund will be evaluated after the parcel is received. Where permitted by law, the refund may exclude costs charged to Petsera because of the refusal or address issue.

Contact Petsera

Email: info@petsera.store
Phone: +1 857 219 3007
Customer-service hours: Monday-Friday, 9:00 AM-6:00 PM Eastern Time.