Refund policy

Since PetsPoko sources products through a single trusted supplier via AutoDS, our return process is aligned with our supplier's policies to ensure consistency and fairness.

Return Window:

Please contact us within 7 days of delivery if there is an issue with your order such as a damaged, defective, or incorrect item. We will work with you to arrange a replacement or refund.

Eligibility:

Items must be unused, unopened, and in their original packaging to qualify for a return, subject to our supplier's return eligibility criteria.

Non-Returnable Items:

For hygiene reasons, certain items such as opened grooming products or used pet consumables are not eligible for return.

How to Initiate a Return:

 Email us at support@petspoko.store with your order number and reason for return. We will coordinate with our supplier through AutoDS to process your request within 24-48 hours.

Refunds:

 Once your return is reviewed and approved, refunds are processed within 5-7 business days to your original payment method.

Return Shipping Costs:

 Customers are responsible for return shipping costs unless the item arrived damaged or defective, in which case we will arrange this at no extra cost to you.

Damaged or Incorrect Items:

 If you received a damaged or incorrect item, contact us within 7 days of delivery with photos and we will arrange a replacement or full refund.