Refund policy

Return & Exchange Policy

At PETMOSPHERE, we want you and your pets to have a smooth and reliable shopping experience. This Return & Exchange Policy explains when a product may be returned or exchanged and how to request a return.

This policy applies to online orders placed through the official PETMOSPHERE website or an official PETMOSPHERE ordering channel.

Return Period

  • Any visible damage caused during delivery must be reported within 48 hours of delivery.

  • All other eligible return or exchange requests must be submitted within 7 calendar days of delivery.

Requests submitted after the applicable period may not be accepted.

Eligible Returns & Exchanges

A product may be eligible for a return or exchange if:

  • The wrong product was delivered.

  • The product arrived damaged.

  • The product is defective or faulty.

  • The product is leaking.

  • The product has expired.

  • The product is contaminated or otherwise unsafe.

  • The product is materially different from its description on the website.

A change-of-mind or incorrect-order exchange may also be considered if the product is:

  • Completely unused and unopened.

  • In its original condition.

  • Undamaged and suitable for resale.

  • Returned with all original packaging, labels, tags, manuals, accessories, gifts, and promotional items.

Approval of a change-of-mind return or exchange is subject to PETMOSPHERE's inspection and discretion.

Non-Returnable Products

For hygiene, safety, and product-quality reasons, the following products cannot normally be returned or exchanged due to a change of mind:

  • Opened or used pet food and treats.

  • Supplements.

  • Pet litter.

  • Medicines and healthcare products.

  • Consumable products.

  • Grooming and hygiene products that have been opened or used.

  • Products that come into direct contact with animals and have been used.

The following products are also non-returnable and non-exchangeable:

  • Sale or clearance items.

  • Final-sale products.

  • Customized or personalized products.

  • Products specifically marked as non-returnable or non-exchangeable.

However, PETMOSPHERE may review cases involving a wrong product, manufacturing defect, undisclosed material defect, or delivery damage, provided the issue is reported within the applicable reporting period.

Food & Product Quality Complaints

If you have a concern about the quality of pet food or another branded product, such as:

  • Unusual smell or texture

  • Ingredient concerns

  • Suspected contamination

  • Manufacturing issues

  • Suspected batch problems

  • Damaged or compromised packaging

PETMOSPHERE may request photographs, videos, batch numbers, expiry dates, or other information.

Where appropriate, the complaint may be referred to the manufacturer, brand owner, or authorized supplier for investigation. PETMOSPHERE will assist with the process where possible, while the final determination may depend on the relevant manufacturer or supplier.

How to Request a Return or Exchange

To request a return or exchange, contact the PETMOSPHERE WhatsApp Helpline at +92 322 0848098 within the applicable return period.

Please provide:

  • Your order number.

  • The reason for the return or exchange.

  • Clear photographs of the product, packaging, or damage where applicable.

  • A video if requested.

  • Batch number and expiry date for relevant products.

Please do not send the product back before PETMOSPHERE approves your request and provides the required return instructions.

Return Shipping

PETMOSPHERE does not normally provide return pickup.

Once your return has been approved, the customer is responsible for securely packaging the product and sending it through a traceable courier service.

Please:

  • Keep your courier receipt.

  • Keep your tracking number.

  • Share the tracking details with PETMOSPHERE.

  • Do not send the parcel on a Cash on Delivery (COD) or To-Pay basis.

Returns sent without prior approval or without following the provided instructions may be refused.

Return & Exchange Shipping Charges

Change of Mind or Incorrect Order

If the return or exchange is requested because of a change of mind or because the customer ordered the wrong product, the customer is responsible for:

  • Return delivery charges.

  • Any applicable replacement delivery charges.

Wrong, Damaged or Defective Product

If PETMOSPHERE confirms that the wrong, damaged, defective, leaking, expired, or faulty product was supplied, PETMOSPHERE will cover reasonable return delivery costs and standard replacement delivery costs.

Product Inspection

All returned products are inspected before a return or exchange is approved.

PETMOSPHERE may reject a return if the product:

  • Has been used or opened when it should have remained unused.

  • Has been altered or modified.

  • Has been improperly handled or stored.

  • Was damaged after delivery due to customer handling.

  • Is incomplete or missing accessories, packaging, or promotional items.

  • Does not match the approved return request.

  • Is returned without the required evidence or authorization.

Exchanges & Replacement Products

All exchanges and replacements are subject to product availability.

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

If the replacement product costs less, PETMOSPHERE will refund the applicable difference based on the amount originally paid after any applicable discounts or promotions.

Important Note

PETMOSPHERE reserves the right to review each return or exchange request individually and determine eligibility based on this policy, the condition of the product, and the circumstances of the request.

By placing an order through PETMOSPHERE, you acknowledge and agree to this Return & Exchange Policy.