Last updated: 18/12/2025
At Pookie Petz, we strive to ensure customer satisfaction while maintaining fair policies. Please read this Refund and Return Policy carefully before making a purchase.
1. Eligibility for Returns
We accept returns only under the following conditions:
- The product is damaged, defective, or incorrect at the time of delivery
- The issue is reported within 24 hours of receiving the product
- The product is unused, in its original condition, and with original packaging
Proof such as photos or videos may be required to process return requests.
2. Non-Returnable & Non-Refundable Items
The following items are not eligible for return or refund:
- Cat dresses and apparel due to size or fitting issues
- Products damaged due to misuse, negligence, or improper handling
- Items without original packaging or tags
- Products purchased during sale, discount, or promotional offers (unless defective)
3. Size Guide Disclaimer (Cat or Dog Dresses)
- Customers must carefully follow the size guide before ordering cat dresses or dog dresses.
- We do not guarantee fit for pet apparel.
- Returns or exchanges will not be accepted if the dress does not fit your pet, provided the correct item was delivered.
4. Advance Payment & Conditional Payment Refunds
- Advance payments made for first-time orders or courier deliveries are non-refundable once the order is shipped.
- For courier services such as Sundarban Courier or SA Paribahan:
- Conditional payment orders require advance payment.
- If the delivery area does not support conditional payment, full advance payment is mandatory.
- Refunds will only be considered if the order is canceled before dispatch.
5. Refund Process
If your return request is approved:
- Refunds will be processed within 2–10 working days
- Refunds will be issued using the original payment method or an agreed alternative
- Shipping and handling fees are non-refundable, unless the return is due to our error
6. Return Shipping
- Customers are responsible for return shipping costs unless the return is due to a wrong or defective product
- We recommend using a trackable shipping method
7. Order Cancellation
- Orders may be canceled before dispatch by contacting us immediately
- Orders cannot be canceled after shipment
- Customized or special-order items cannot be canceled once confirmed
8. Refused or Undelivered Orders
- If an order is refused, unclaimed, or undelivered due to incorrect address or unavailability:
- Advance payment will not be refunded
- Redelivery may require additional charges
9. Exchange Policy
- Exchanges are subject to product availability
- Exchanges are only applicable for wrong or defective items
- Apparel exchanges due to size issues are not accepted
10. Contact Us
For return or refund requests, please contact us within the specified time:
Pookie Petz
Email: pookiepetz@gmail.com