Pet Marvel is committed to ensuring customer satisfaction.
Any product purchased directly through us at petmarvel.com that does not meet your expectations is backed by a 30-day satisfaction guarantee. This means that if you are not satisfied with your purchase for any reason, you may return it within 30 calendar days of the date of purchase, and we will refund your purchase price. You will only be responsible for return shipping costs.
If you purchased your Pet Marvel product through a third-party retailer, you must coordinate your return directly with that retailer.
To qualify for a refund, all of the following conditions must be met:
- The request must be initiated with our team within 30 days of the purchase date.
- The returned product must be in perfect condition and function without any abnormalities.
- The returned item must contain all accessories, manuals, etc.
- The returned item should be returned in its original packaging (cardboard box and paper sleeve).
*If the product does not meet the above requirements, the return may be refused.
*All products should be cleaned before returning. Returned products that are not clean may be subject to a $50 cleaning fee, which will be deducted from your refund.
Certain items cannot be returned, including:
- Discounted items
- Customized items
- Items marked “non-returnable” on the product page
- Items without original packaging or with severely damaged original packaging
Please note that any items returned without authorization will not be eligible for a refund and will be refused upon arrival at our return center.
How do I request a return or replacement?
1. If you would like to request a return or exchange, please email our support team at customerservice@petmarvel.com with your order number or a screenshot of your purchase, as well as the item(s) you would like to return and the reason why.
2. Upon receiving our return instructions, please package the item(s) to be returned in the original packaging and drop it off at your local post office or other courier.
NOTE: Send the package using a carrier (such as FedEx® or UPS®) that will provide you with a tracking number. We are not responsible for packages lost without tracking.
3. Refunds. We will inspect your return within 3 business days of receiving it. Once we confirm that your package is in order, your refund will be processed within 7–10 business days, and the money will be automatically transferred to your original payment method (e.g., credit card, PayPal, or other payment method) within a certain number of days, depending on the bank or credit card issuer.
NOTE: All refund recipients will receive an email confirmation for their records.
