Return & Refund Policy

Effective Date: 13 September 2026

At Pet Essentials, we are committed to providing quality products and a reliable shopping experience for every pet parent. We carefully process and pack orders to ensure that the correct products reach you in good condition.

If you receive an incorrect, damaged, or defective product, we are here to help.

1. When Can You Request a Return?

A return request may be considered if:

• You received a wrong product.

• You received a damaged product.

• The product is defective or unusable upon delivery.

• The delivered product significantly differs from the confirmed order.

Return requests must be reported to us within the applicable return period after receiving the order.

2. Product Condition for Returns

To be eligible for a return, the product should generally be:

• Unused and in its original condition.

• In the original packaging, where applicable.

• Accompanied by the order information or proof of purchase.

• Free from damage caused after delivery.

Products that have been used, damaged, altered, or improperly stored by the customer may not qualify for return.

3. Pet Food & Consumable Products

For health, safety, and hygiene reasons, opened or used pet food, treats, supplements, litter, and other consumable products may not be eligible for return.

If you receive a damaged, expired, defective, or incorrect consumable product, please contact us immediately with the relevant order details and supporting photos/videos.

Each case will be reviewed individually.

4. Damaged Products

If your order arrives damaged, please check the product as soon as possible after delivery.

We may request:

• Clear photographs of the product

• Photographs of the packaging

• A short video, where necessary

• Order number or other purchase information

This information helps us investigate the issue and process your request efficiently.

5. Wrong Product Received

If you receive a product different from what you ordered, please contact us as soon as possible.

After verification, we may arrange an appropriate solution, which may include replacement or another resolution depending on product availability and circumstances.

6. Non-Returnable Situations

A return may not be accepted when:

• The product has been used or opened without an eligible issue.

• The product was damaged after delivery due to customer handling.

• The product was improperly stored.

• The customer ordered the wrong product or size, where no return option applies.

• The return request does not meet the applicable return conditions.

• The product is a consumable item that has been opened or used.

Certain products may have additional return restrictions due to their nature.

7. Refund Policy

If a return or refund is approved, the applicable refund will be processed after the returned product has been reviewed and the claim has been approved.

The refund method may depend on the original payment method.

For Cash on Delivery orders, the refund process and method will be communicated by our customer support team where a refund is applicable.

8. Refund Processing Time

Once a refund has been approved, processing time may vary depending on:

• Payment method

• Banking or payment service provider

• Courier/return processing

• Verification requirements

Customers will be informed if additional processing time is required.

9. Exchange / Replacement

Where applicable, Pet Essentials may offer a replacement instead of a refund for an eligible wrong, damaged, or defective product.

Replacement is subject to:

• Product availability

• Verification of the issue

• Applicable return conditions

If the same product is unavailable, an alternative resolution may be offered.

10. Return Delivery Charges

If the return is due to an error on our part, such as receiving a wrong or damaged product, Pet Essentials may arrange or cover the applicable return delivery cost, subject to verification.

For other return requests, any applicable return or delivery charges may be the customer's responsibility.

11. How to Request a Return or Refund

To request a return or refund, please contact our customer support team.

Call / WhatsApp:
+880 1779-755864

Please provide:

• Customer Name

• Order Number

• Phone Number

• Product Name

• Reason for Return

• Clear photographs/videos, where applicable

Our team will review your request and guide you through the next steps.

12. Order Cancellation

Customers may request cancellation before an order is dispatched.

Once an order has been dispatched or handed over to the delivery partner, cancellation may no longer be possible.

For cancellation requests, please contact us as soon as possible.

13. Important Note

Return and refund decisions are subject to product condition, order information, verification, and the applicable terms of this policy.

Pet Essentials reserves the right to review each return or refund request individually.

We may update this policy from time to time to improve our services and reflect changes in our business operations.

14. Contact Us

For any questions regarding returns, refunds, exchanges, or order issues, please contact us:

Pet Essentials
House 92, Road 18, Sector 14
Uttara, Dhaka, Bangladesh

Call / WhatsApp: +880 1779-755864
Website: www.petessentialsbd.com

Last Updated: 13 September 2026

Pet Essentials

A Thrilling Place for Pets

Quality Products • Convenient Shopping • Reliable Service