Returns and Warranty Policy

At Petcode, we are committed to ensuring our customers are completely satisfied with their purchases. Our returns and warranty policy is designed to give you peace of mind when shopping with us. Please review the following information regarding returns, exchanges, and warranties.

Returns on Defective Items

If you receive a defective item, we apologise for the inconvenience. You are entitled to return the defective product for a full refund or replacement. Please notify us within 14 days of receiving the product to initiate the return process.

To return a defective item:

  1. Contact our customer service team at [email protected] with your order details and a description of the defect.
  2. Once the return is authorised, we will provide instructions for returning the item to us at no cost to you.
  3. Upon receiving and inspecting the returned item, we will issue a refund or send out a replacement.

Exchanges on Non-Defective Items

If you would like to exchange a non-defective item (e.g., wrong colour), we are happy to accommodate exchanges within 30 days of purchase, provided the item is unused and in its original packaging.

To request an exchange:

  1. Contact our customer service team at [email protected] with your order details and the item you wish to exchange.
  2. You will be responsible for the return shipping costs for non-defective exchanges.
  3. Once we receive the returned item and confirm it is in its original condition, we will send out the new item. If there is a difference in price, we will notify you accordingly.

1-Year Warranty

All Petcode products come with a 1-year warranty. If your item becomes defective or damaged through normal use within 12 months of purchase, we will send out a replacement free of charge.

To claim under warranty:

  1. Contact our customer service team at [email protected] with proof of purchase and a description of the issue.
  2. If your claim is approved, we will send out a replacement product to you free of charge.

Exclusions

  • The warranty does not cover damage caused by misuse, neglect, or accidents.
  • We do not offer refunds or exchanges for products purchased from third-party retailers. Please refer to the retailer’s returns policy in these instances.