Refund Policy

PETLABS — REFUND POLICY

DO YOU ACCEPT RETURNS FOR AN EXCHANGE?

Please note that we do not accept returns for exchanges or refunds. We kindly urge all our customers to carefully review the product listings and product sizes before placing an order to prevent any order discrepancies.

DO YOU ACCEPT ORDER CANCELLATIONS?

Customers may request an order cancellation only within 24 hours of placing the order. Please note that this request may not guarantee approval, as our fulfillment center processes orders as fast as they can. We will verify first with our fulfillment team whether the product has shipped — if not, we will cancel the order.

For cancellation requests, please email us at petlabsoficial@gmail.com and we will reply as soon as possible.

DO YOU ACCEPT REFUND REQUESTS?

We cannot accept refund requests once an order has shipped. We will always inform our customers of any potential shipping delays.

We will only accept a request if the product you received is totally different from your order, a different size, a different color, or arrived damaged or defective. In these cases, you may choose either a FREE replacement of the correct product or store credit for the value of your order.

However, please note we are strict with the following conditions:

  • The item is from our store
  • The item has not been used in any way
  • The request MUST be sent within 5 days of receipt of the package

For damaged products or products that differ from your order, please email our support team at petlabsoficial@gmail.com and include the following details in your email:

  • Reason for the request
  • Picture or video of the product you received
  • Order number
  • Whether you would prefer a free replacement or store credit

Once we receive your email, we will get back to you within 24 hours. If your request is verified, we will send your free replacement or issue store credit, based on your preference. We are not able to issue a cash refund to your original payment method.

We do not provide refunds, replacements, or store credit in cases where the order is shown as delivered by the tracking number but the customer did not receive it, as this relates to possible package theft, which we are not responsible for.

Support is provided by email and online chat. We do not offer phone support. Email us at petlabsoficial@gmail.com or use the chat on our website.