Refund policy

At Pets, we want you and your pet to be happy with every purchase. Eligible products may be returned within 30 days of delivery.

To qualify for a return, the item must be unused, unworn, unwashed, free from pet hair, and returned in its original packaging with all tags and accessories included. For hygiene and safety reasons, opened grooming products, used pet beds, pet clothing, feeding products, customised items, and clearance products cannot normally be returned unless they are faulty or damaged.

To request a return, contact us at [your customer-support email] with your order number, reason for return, and clear photographs when the item is damaged, faulty, or incorrect. Do not send an item back before your return request has been approved.

Customers are responsible for return-shipping costs when returning an unwanted item or ordering the wrong size. AKO Pets will cover reasonable return costs when the product arrives damaged, defective, or different from what was ordered. Original shipping charges are non-refundable unless the error was ours.

Once the returned item has been received and inspected, we will notify you about the refund decision. Approved refunds will be sent to the original payment method within 5–10 business days. Your bank or payment provider may require additional processing time.

Order cancellations are only possible before fulfilment or dispatch begins. Once an order has been shipped, it must follow the normal return process.

For return or refund support, 
Pets
Email: [your email address]
Business address: [your business address]
Support hours: [your support hours]