Refund Policy
Please read our Returns & Refund Policy carefully before placing your order — we want your shopping experience to be smooth and worry-free. By placing an order, you agree to the terms below.
At PetRoot, your satisfaction matters to us. We've made cancellations and returns as simple as possible, so you can shop with confidence.
Cancellations
Changed your mind? No problem. You can cancel your order free of charge as long as it hasn't been processed or dispatched yet (we typically process orders within 4 hours of purchase).
Just email us as soon as possible at info@petroot.com with your order number and cancellation request, and we'll take care of it.
Please note: because our fulfilment system moves fast to get your order to you quickly, we're unable to cancel orders that have already been processed or dispatched.
Returns
We want you to love what you ordered. If something isn't right, please reach out to us first so we can make it right — returns sent without prior approval unfortunately cannot be accepted.
Timeframe: You have 30 days from the date of receipt to request a return.
Conditions: Items must be unused, undamaged, and in their original packaging. For hygiene-sensitive products (such as pet grooming items, feeding accessories and certain personal care items), items must be thoroughly cleaned and may in some cases be excluded from return.
How to Return an Item
Starting a return is easy — just email us at info@petroot.com with:
- Your order number
- The reason for the return
- (If applicable) a photo of the product if it's damaged
- Your contact details
Once we approve your request, we'll send you clear instructions and the correct return address, so there's no guesswork involved.
Please note: returns are processed through our international warehouse, so approved return shipments are sent to our logistics facility in China.
Return shipping costs are the customer's responsibility unless the item is damaged or incorrect due to our mistake. We recommend using a tracked shipping service so your return can be monitored every step of the way.
Shipping Risk & Tracking
To protect you, we strongly recommend shipping your return with tracking. Without a valid tracking number, we may be unable to verify or process your return.
Refunds
Once your return is received and inspected, we'll email you to confirm your refund status — we aim to keep you informed throughout the process.
Approved refunds are automatically issued to your original payment method within a maximum of 30 days (most are processed much sooner).
Haven't seen your refund after 30 days? First check with your bank or payment provider, then reach out to us at info@petroot.com and we'll help sort it out right away.
Costs & Responsibility
- Return shipping costs: If the return is due to customer preference (e.g. wrong size, colour or product), the customer covers return shipping. We recommend tracked shipping for peace of mind.
- Our mistake? We've got you covered. If you received a damaged, defective or incorrect item, we'll cover return shipping in full and send a replacement or full refund at no extra cost.
No Hidden Costs
Transparency is important to us — no administration fees, no customs surprises, no hidden costs on approved refunds. Ever.