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 You have 14 calendar days from the date you receive your item to request a return. Items must be unused, in original packaging, with proof of purchase. Returns after 14 days will not be accepted unless required by local law.
2. How to Start a Return Contact us at tbao12025@gmail.com with your order number, item(s) to return, and reason. Do not send items back without prior approval. Return address may vary by order location as we work with fulfillment partners in different regions.
3. Return Shipping Costs
- Our error / damaged item: we cover return shipping + full refund or replacement.
- Change of mind: customer covers return shipping; original shipping fees are non-refundable.
4. Damaged, Defective, or Incorrect Items Contact us within 48 hours of delivery at tbao12025@gmail.com with your order number, photos of the item and packaging, and a description of the issue. We will offer a replacement, exchange, or full refund at no cost once verified.
5. Non-Returnable Items
- Items marked "Final Sale" or "Non-Returnable"
- Gift cards
- Used, washed, or worn items
- Items returned without prior authorization
6. Refunds Refunds are processed within 5–10 business days to your original payment method after we receive and inspect the return. If 15+ business days have passed with no refund, contact tbao12025@gmail.com.
7. Exchanges Return the original item and place a new order for a different size/color. For defective/damaged items, we can arrange a direct exchange.
8. Order Cancellations Orders can be canceled free of charge within 12 hours of purchase. Once processing or shipping has begun, cancellation is no longer possible — our return process applies instead.
9. Late or Missing Refunds Check your bank account, then contact your credit card company or bank. If still unresolved, email tbao12025@gmail.com.
10. Contact Us