Refund policy

Last Updated: August 2026

At Pet Village Pet Shop, we want you and your pets to be satisfied with your purchases. If there is a problem with your order, we will do our best to resolve it fairly and promptly.

This Returns & Refunds Policy explains when products can be returned, exchanged, or refunded.

1. Return Period

Eligible products may be returned or exchanged within 7 days from the date of delivery.

To request a return or exchange, please contact us within 7 days of receiving your order. Requests made after this period may not be accepted.

All returns and exchanges are subject to the eligibility and product-condition requirements outlined below.

2. Change-of-Mind Returns

We understand that sometimes you may change your mind about a purchase. For certain eligible products, we may accept a change-of-mind return for exchange.

Change-of-mind exchanges are accepted only when:

  • The request is made within 7 days from the date of delivery.

  • The product is completely unused and in its original condition.

  • The product remains in its original, undamaged packaging.

  • All original labels, accessories, parts, and packaging are included where applicable.

  • The product has not been opened, used, assembled, worn, or altered.

  • The product is in a condition suitable for resale.

Change-of-mind returns are eligible for exchange only and are not eligible for a refund.

If the replacement product is more expensive than the original product, the customer must pay the difference before the replacement is dispatched.

If the replacement product is less expensive than the original product, the difference will be refunded to the customer through bank transfer.

Pet Village reserves the right to refuse a change-of-mind exchange if the product does not meet the conditions outlined above.

3. Products Not Eligible for Change-of-Mind Returns

For reasons relating to safety, hygiene, freshness, and product integrity, certain products cannot be returned or exchanged due to change of mind.

These include:

  • Pet food

  • Pet treats

  • Wet food

  • Dry food

  • Chews

  • Supplements and other consumable products

  • Cat litter

  • Opened grooming or hygiene products

  • Veterinary medicines and other medicines

  • Products with a broken, removed, or damaged seal

  • Products that have been used or show signs of use

All opened food and treats are non-returnable and non-exchangeable.

Medicines are non-returnable and non-exchangeable, regardless of whether the medicine has been opened, except where the product is defective, damaged, expired, or incorrectly supplied by Pet Village.

Unopened products that are otherwise eligible may be considered for a change-of-mind exchange, subject to the conditions of this policy.

4. Sale & Discounted Products

Products purchased at a sale, promotional, clearance, or specially discounted price are not eligible for return or exchange due to change of mind.

However, if a sale or discounted product is received damaged, defective, expired, or incorrectly supplied by Pet Village, please contact us. We will assess the issue and provide an appropriate resolution.

5. Damaged, Defective, Expired, or Incorrect Products

If you receive:

  • A damaged product;

  • A defective product;

  • An expired product;

  • The wrong product;

  • A missing item from your order; or

  • A product that does not match what you ordered,

please contact Pet Village as soon as possible after delivery.

Where the issue is attributable to Pet Village, we may provide:

  • A replacement of the same product;

  • An exchange for another product; or

  • A refund.

For damaged, defective, expired, or incorrectly supplied products, Pet Village will cover the reasonable return delivery cost where a return is required.

For damaged products, we may request photographs or videos of the product and its packaging to help us assess the issue. Where appropriate, please retain the original packaging until the matter has been resolved.

6. Condition of Returned Products

Returned products must be received in the condition required under this policy.

Pet Village may decline a return or exchange if an item:

  • Has been used or worn;

  • Has been opened when it should remain sealed;

  • Has been damaged after delivery;

  • Is missing its original packaging, parts, accessories, or labels where applicable;

  • Shows signs of misuse, negligence, or alteration; or

  • Cannot reasonably be resold due to its condition.

This does not affect the customer's rights in relation to products that were defective, damaged, expired, or incorrectly supplied by Pet Village.

7. Return Shipping Costs

Change of Mind

For an approved change-of-mind exchange, the customer is responsible for the cost of returning the product to Pet Village.

Any additional delivery cost associated with sending the replacement product may also be payable by the customer.

Damaged, Defective, Expired, or Incorrect Orders

If the return is required because Pet Village sent the wrong product or the product arrived damaged, defective, or expired, Pet Village will cover the reasonable return delivery cost.

8. Refunds

Refunds are available for approved cases involving damaged, defective, expired, or incorrectly supplied products.

Change-of-mind purchases are not eligible for a refund. Eligible change-of-mind returns may instead be exchanged in accordance with this policy.

Where an approved exchange involves a replacement product of lower value than the original purchase, the difference will be refunded to the customer through bank transfer.

Approved refunds will be processed through bank transfer after the returned product has been received and inspected, where a return is required.

Customers may be asked to provide accurate bank account details for the refund. Pet Village is not responsible for delays caused by incorrect or incomplete banking information provided by the customer.

The time required for the funds to appear in the customer's account may depend on the customer's bank or financial institution.

9. Exchanges

For an approved change-of-mind exchange, the replacement product must be available and must meet the eligibility requirements of this policy.

If the replacement product costs more than the original product, the customer must pay the difference before the replacement is dispatched.

If the replacement product costs less than the original product, the difference will be refunded through bank transfer.

For damaged, defective, expired, or incorrectly supplied products, Pet Village may provide a replacement or alternative resolution depending on the circumstances.

10. How to Request a Return or Exchange

To request a return or exchange, please contact Pet Village through our official customer-support channel and provide:

  • Your order number;

  • The name of the product;

  • The reason for the return or exchange; and

  • Photographs or videos where relevant, particularly for damaged, defective, expired, or incorrect products.

Please do not send a product back without first contacting us and receiving return instructions.

Once your request has been reviewed, we will let you know whether the return or exchange has been approved and provide the necessary instructions.

11. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

If your order has not yet been dispatched, we will make reasonable efforts to cancel it before shipment.

Once an order has been dispatched, cancellation may no longer be possible. In such cases, the order will be subject to the applicable provisions of this Returns & Refunds Policy.

12. Our Commitment

We aim to handle every return, exchange, and refund fairly.

If Pet Village makes a mistake with your order or you receive a product that is damaged, defective, expired, or incorrect, please contact us and we will work with you to find an appropriate solution.

At the same time, certain pet products cannot reasonably be returned once opened or used because of health, hygiene, freshness, and product-integrity considerations. These restrictions are intended to protect both our customers and their pets.

13. Contact Us

If you have any questions about this Returns & Refunds Policy or wish to request a return or exchange, please contact:

Pet Village Pet Shop
WhatsApp: 0308-7023666
Phone: 0308-7023666
Email: pvpetshoppk@gmail.com
Address: Pet Village Animal Hospital, 33C Lane 4, Shahbaz Commercial, DHA Phase 6, Karachi, Sindh