Refund policy
Refund Policy — ORSA Petshop
Last updated: July 9, 2026
At ORSA Petshop, we want you and your pet to be completely happy with your purchase. This Refund Policy explains how returns, exchanges, and refunds work.
1. Return Window
1.1 You have 30 calendar days from the date you receive your item to request a return.
1.2 To be eligible for a return, your item must be:
- Unused and in the same condition that you received it
- In its original packaging
- Accompanied by the receipt or proof of purchase (order number or confirmation email)
1.3 Returns requested after the 30-day window will not be accepted, unless required by applicable local law.
2. How to Start a Return
2.1 To request a return, contact us at tbao12025@gmail.com with your order number, the item(s) you wish to return, and the reason for the return.
2.2 Once your return request is approved, we will provide you with return instructions, including the return address. Please do not send items back without first contacting us, as returns sent without prior approval may not be accepted.
2.3 Because ORSA Petshop works with fulfillment partners located in different regions, the return address may vary depending on your order and location.
3. Return Shipping Costs
3.1 If the return is due to our error (e.g., wrong item shipped, defective product) or the item arrived damaged, we will cover the cost of return shipping and provide a full refund or replacement.
3.2 If the return is due to a change of mind (e.g., wrong size, no longer wanted), the customer is responsible for return shipping costs, and shipping fees on the original order are non-refundable.
4. Damaged, Defective, or Incorrect Items
4.1 If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at tbao12025@gmail.com, including:
- Your order number
- Clear photos of the item and its packaging
- A brief description of the issue
4.2 We will review your claim and offer a replacement, exchange, or full refund, at no additional cost to you, once the issue is verified.
5. Non-Returnable Items
The following items cannot be returned:
- Items marked as "Final Sale" or "Non-Returnable" at the time of purchase
- Gift cards
- Items that have been used, washed, or show signs of wear beyond inspection
- Items returned without prior authorization from our support team
6. Refunds
6.1 Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.
6.2 If approved, your refund will be issued to your original payment method within 5–10 business days. Please note that your bank or card issuer may take additional time to post the refund to your account.
6.3 If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at tbao12025@gmail.com.
7. Exchanges
7.1 The fastest way to receive a different item (e.g., different size or color) is to return the original item (once approved) and place a new order separately.
7.2 For defective or damaged items, we are happy to arrange a direct exchange — please contact us to arrange this.
8. Order Cancellations
8.1 If you wish to cancel your order, please contact us as soon as possible at tbao12025@gmail.com.
8.2 Orders can typically be canceled free of charge within 12 hours of purchase, before processing begins.
8.3 Once an order has entered processing or has been shipped by our fulfillment partner, it can no longer be canceled, and our standard return process will apply instead.
9. Late or Missing Refunds
If you haven't received a refund yet:
- Check your bank account again.
- Contact your credit card company — it may take some time before your refund is officially posted.
- Contact your bank — there is often processing time before a refund is reflected.
- If you've done this and still have not received your refund, please contact us at tbao12025@gmail.com.
10. Changes to This Policy
We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last updated" date.
11. Contact Us
For any questions related to returns, exchanges, or refunds, please reach out to us:
ORSA Petshop Website: https://orsapetshop.com Contact page: https://orsapetshop.com/pages/contact Email: tbao12025@gmail.com