Refund policy
RETURN AND REFUND POLICY
At Pet Hoda, we want every customer to feel confident when placing an order. This policy explains how returns, refunds, damaged products, incorrect orders, cancellations, and personalized items are handled.
14-DAY RETURN WINDOW
You may request a return within 14 days after your order has been delivered.
To be eligible for a standard return, the product must:
• Be unused, unworn, unwashed, and in its original condition
• Include all original packaging, accessories, parts, and labels
• Show no signs of damage, misuse, pet hair, dirt, or wear
• Be accompanied by your order number or other proof of purchase
To request a return, contact us at pethodasupport@gmail.com before sending anything.
Do not send a product to any address without receiving return approval and return instructions from us. Unapproved returns may not be accepted or refunded.
PERSONALIZED AND CUSTOM-MADE PRODUCTS
Products personalized with a name, letters, photograph, size, color combination, engraving, or other customer-selected details are created specifically for the customer.
Personalized and custom-made products cannot normally be returned, exchanged, or refunded because of:
• A change of mind
• An incorrect size selected by the customer
• A spelling mistake entered by the customer
• Incorrect personalization information supplied by the customer
• A color or design choice the customer later decides not to keep
Please carefully review all personalization details before submitting your order.
This restriction does not apply when a personalized product arrives damaged, defective, materially different from the order, or contains an error caused by Pet Hoda or a production partner.
DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
Please inspect your order as soon as it arrives.
If your product arrives damaged, defective, incomplete, or different from what you ordered, contact us within 7 days after delivery.
Your message should include:
• Your full name
• Your order number
• A clear explanation of the issue
• Clear photographs or video of the product
• A photograph of the packaging and shipping label when applicable
After reviewing the information, we may provide:
• A replacement
• A partial refund
• A full refund
• Another reasonable solution appropriate to the issue
Customers will not be charged return shipping when we confirm that a product was damaged, defective, or incorrectly supplied.
CHANGE-OF-MIND RETURNS
For approved change-of-mind returns, the customer is responsible for the return shipping cost.
Original shipping charges, if any, are not refundable unless the product was damaged, defective, incorrect, or applicable law requires otherwise.
We recommend using a tracked shipping service. Pet Hoda is not responsible for a returned parcel that is lost, damaged, or delivered to an unauthorized address.
NON-RETURNABLE PRODUCTS
The following products cannot normally be returned:
• Personalized or custom-made products
• Products that have been used, worn, washed, or damaged
• Products showing pet hair, dirt, odors, or signs of use
• Opened hygiene-sensitive grooming products
• Products missing original packaging, accessories, or parts
• Gift cards
• Final-sale products clearly identified before purchase
• Products damaged through misuse, improper care, unauthorized modification, or normal wear
This section does not limit any rights that cannot legally be excluded when a product is defective, incorrectly supplied, or materially different from its description.
EXCHANGES
We do not guarantee direct exchanges.
When an exchange is approved, we may ask you to return the original product and place a separate order for the preferred product, color, or size.
Personalized products cannot be exchanged unless Pet Hoda or a production partner made the error.
REFUNDS
After receiving and inspecting an approved return, we will notify you whether the refund has been accepted.
Approved refunds will be issued to the original payment method
Please allow up to 10 business days after the refund is processed for it to appear on your account. Your bank or payment provider may require additional processing time.
If more than 15 business days have passed since your refund was approved, contact pethodasupport@gmail.com.
ORDER CANCELLATIONS AND CHANGES
Contact us immediately if you need to cancel or change an order.
We process orders quickly and cannot guarantee that an order can be changed or cancelled after it has entered fulfillment, personalization, or shipment.
Personalized orders may become non-cancellable shortly after being submitted.
REFUSED, UNCLAIMED, OR INCORRECTLY ADDRESSED ORDERS
Customers are responsible for entering a complete and accurate delivery address.
Pet Hoda is not responsible for delivery failures caused by:
• An incorrect or incomplete address entered by the customer
• Refusal of delivery
• Failure to collect a parcel
• Failure to respond to a carrier
• An inaccessible delivery location
When possible, we will help the customer contact the carrier or arrange redelivery. Additional shipping costs may apply.
MISSING ORDERS
If tracking shows that your order was delivered but you cannot locate it, please:
• Check around the delivery location
• Ask household members and neighbors
• Check with building management
• Contact the delivery carrier
• Confirm that the address entered at checkout was correct
If the order is still missing, contact us so that we can review the available tracking information.
CONTACT
For return or refund assistance, contact:
Email: pethodasupport@gmail.com
Website: https://www.pethoda.com