Shipping, Returns, Exchanges and Refunds

1. Scope

This policy applies only to orders placed through PetsPark.pk.

Purchases made from a physical PetsPark retail branch are governed by the return and exchange policy applicable at that branch.

2. Order Placement, Confirmation and Processing

2.1 Order Information

Customers must provide a complete and accurate delivery address and an active telephone number. PetsPark.pk will not be responsible for delays or failed delivery caused by incomplete or incorrect customer information.

2.2 Order Confirmation

For security and order accuracy, PetsPark.pk may confirm an order by telephone, SMS, or WhatsApp before processing it. Confirmation is generally required for new customers and may also be required for certain Cash on Delivery orders.

An order may be delayed or cancelled if the customer cannot be contacted or does not confirm it within 03 working days.

2.3 Processing Days

Orders received on Sundays or officially recognized public holidays in Pakistan will normally be processed on the next working day.

3. Delivery Charges and Free Delivery

3.1 Free-Delivery Eligibility

An order qualifies for one-time free standard delivery when the value of eligible products is more than Rs. 1,999 after all discounts, vouchers, and promotional reductions.

Pet food and cat litter:

• Do not count towards the Rs. 1,999 free-delivery threshold.

• Remain subject to weight-based delivery charges.

• May attract delivery charges even when included in an order containing accessories that qualify for free delivery.

Any applicable charges will be displayed at checkout or communicated before dispatch.

3.2 Limits of Free Delivery

Free delivery applies only to the first shipment of the original order. It does not apply to:

• Exchanges or replacements requested because of a change of mind or customer ordering error.

• A second delivery attempt caused by the customer.

Where PetsPark.pk verifies that it supplied a wrong, damaged, defective, leaking, expired, or faulty product, the separate rules in Section 8 apply.

4. Delivery Time and Receipt of Order

4.1 Estimated Delivery Time

Standard delivery is generally estimated at 3–5 working days after order confirmation of order.

Sundays and public holidays are not working days.

• Deliveries are not normally made on Sundays.

• Delivery may take up to 7 working days, or longer in exceptional circumstances, during sales, holidays, severe weather, courier disruption, or unusually high demand.

• Delivery times are estimates and may vary by location and courier service.

PetsPark.pk will make reasonable efforts to meet the estimated timeframe but cannot guarantee an exact delivery date after handing the parcel to the courier.

4.2 Inspection Upon Delivery

Customers should inspect the parcel and products as soon as possible after receipt and retain the product, original packaging, outer courier packaging, and shipping label until any reported issue is resolved.

Visible transit damage must be reported within 48 hours of delivery. Other eligible exchange requests must be submitted within 7 calendar days of delivery.

5. Eligibility for Exchange

Subject to this policy, a product may be eligible for exchange if:

• The wrong product was delivered.

• It arrived damaged, defective, leaking, expired, contaminated, or faulty.

• It was materially different from its description.

• The customer ordered the wrong size, colour, product, or variation.

• The customer changed their mind or the product did not meet their personal expectations.

A change of mind, personal dislike, incorrect selection, or a pet refusing to use or consume a product does not qualify for a cash refund. An exchange may be considered only if the product remains eligible under this policy.

Submitting a request within the applicable deadline does not guarantee approval. The returned product must pass inspection and meet all applicable conditions.

6. Product Condition and Non-Exchangeable Products

6.1 Required Condition

Unless the product was delivered wrong, damaged, defective, or faulty, it must be:

• Unused, unworn, unwashed, and undamaged by the customer.

• In its original condition and packaging.

• Complete with all accessories, labels, tags, manuals, gifts, and promotional items.

• Suitable for resale.

PetsPark.pk may reject a product that was used, altered, mishandled, improperly stored, damaged after delivery, or returned incomplete.

6.2 Hygiene, Health and Consumable Products

The following products cannot be exchanged due to a change of mind once opened or used:

• Pet food, treats, supplements, and edible products.

• Cat litter and other consumables.

• Medicines, veterinary products, and healthcare products.

• Grooming or hygiene products that come into direct contact with an animal.

These products may still be reviewed if they were supplied incorrectly or arrived expired, visibly damaged, leaking, contaminated, or defective.

6.3 Sale, Clearance and Customized Products

Products marked Sale, Clearance, Final Sale, or Non-Exchangeable, together with personalized or customized products, are non-exchangeable and non-returnable.

PetsPark.pk will nevertheless provide an appropriate remedy where the wrong product was delivered, a material defect was not disclosed before purchase, transit damage was reported within 48 hours, or applicable law requires a remedy.

6.4 Food-Quality Complaints

Food-quality complaints involving manufacturing, ingredients, smell, texture, contamination, or a suspected batch issue will be referred to the relevant brand owner or authorized supplier. PetsPark.pk may assist the customer in submitting the complaint, but the brand owner or supplier will make the final decision on replacement, exchange, or compensation.

The customer may be required to provide:

• The order number or invoice.

• Clear photographs or video of the product and packaging.

• The batch or lot number.

• Manufacturing and expiry dates.

• Details of the complaint.

• The remaining product and original packaging.

This brand-review procedure does not apply where PetsPark.pk delivered the wrong food product or the product was already expired, visibly damaged, or leaking when delivered. PetsPark.pk will handle those cases directly under Section 8.

7. Return and Exchange Process

Step 1 — Report the Issue

Contact the PetsPark.pk WhatsApp Helpline at 0323-5272323:

• Within 48 hours of delivery for visible transit damage.

• Within 7 calendar days of delivery for any other eligible exchange request.

Step 2 — Submit the Required Information

Provide, where applicable:

• The order number, invoice, or other proof of purchase.

• The reason for the request.

• Clear photographs or video of the product.

• Photographs of the outer courier packaging and shipping label.

• The batch number and expiry date.

• The requested replacement product.

Transit-damage claims submitted after 48 hours may be rejected if PetsPark.pk can no longer verify that the damage occurred during delivery.

Step 3 — Receive Approval and Return Instructions

Do not send a product to any PetsPark location until PetsPark.pk has reviewed the request and provided the current return address and instructions. Sending a product without prior approval does not guarantee acceptance.

Step 4 — Return the Product

PetsPark.pk does not normally provide exchange pickup. Unless PetsPark.pk confirms otherwise in writing, the customer must:

• Pack the product securely.

• Use a traceable courier service or registered post.

• Keep the booking receipt and tracking number.

• Share the tracking details with PetsPark.pk.

• Not send the parcel on a Cash on Delivery or To-Pay basis.

PetsPark.pk is not responsible for a return parcel lost or damaged before reaching the designated return address.

Step 5 — Inspection and Decision

After receiving the product, PetsPark.pk will inspect it and approve or reject the request based on this policy. Approval is also subject to replacement-stock availability.

Step 6 — Settle Charges or Price Difference

Any applicable delivery charges and price difference must be settled before the replacement is dispatched.

Step 7 — Replacement or Refund

Once approved and settled, PetsPark.pk will dispatch the replacement. If an eligible replacement cannot be supplied, the customer may be offered an alternative product, store credit, or a refund under Section 10.

8. Wrong, Damaged, Defective or Expired Products

If PetsPark.pk verifies that it supplied a wrong, damaged, defective, leaking, expired, or otherwise faulty product:

• PetsPark.pk will arrange or reimburse reasonable return-delivery charges.

• PetsPark.pk will pay the standard delivery charge for the correct replacement.

• The customer will not be charged for either shipment.

The claim remains subject to evidence, inspection, and approval. This protection does not apply to damage caused after delivery through misuse, mishandling, improper storage, normal wear and tear, or failure to follow the manufacturer’s instructions.

9. Exchange Charges and Price Differences

9.1 Customer-Requested Exchange

If the customer changed their mind, ordered the wrong product or variation, or no longer wants the product, the customer must arrange the return of the product and the delivery charges for the replacement.

9.2 Price Difference

The exchange value is based on the amount actually paid for the returned product after discounts, vouchers, and promotions.

• If the replacement costs more, the customer must pay the difference before dispatch.

• If the replacement costs less, PetsPark.pk will refund the difference to the customer.

10. Refunds

10.1 When a Refund May Be Approved

A refund may be approved where:

• An approved replacement is unavailable.

• PetsPark.pk cannot supply a suitable alternative.

• PetsPark.pk approves a refund due to exceptional circumstances.

PetsPark.pk does not provide a cash refund merely because the customer changed their mind, selected the wrong product or variation, disliked the product, found it unsuitable for personal preference, or because the pet refused to use or consume it.

10.2 Refund Value and Delivery Charges

The refund will not exceed the amount actually paid for the approved returned product after delivery charges, discounts, vouchers, and promotions.

Original delivery charges are generally non-refundable. However, if the entire order is verified as wrong, damaged, defective, or unusable because of an error by PetsPark.pk, reasonable original standard delivery charges will also be refunded.

Any bank, wallet, transfer, or transaction charge may be deducted only where that charge was not caused by an error by PetsPark.pk.

10.3 Refund Method and Timing

Approved refunds may be issued by bank transfer, JazzCash, Easypaisa, or store credit, as agreed with the customer.

PetsPark.pk will normally initiate an approved refund within 48–72 working hours after the returned product has been received, inspected, and approved. The bank or payment service provider may require additional time to credit the amount.

11. Order Cancellation and Refused Delivery

11.1 Cancellation Before Dispatch

A customer may request cancellation before dispatch. A customized, specially arranged, or specially ordered product cannot be cancelled after procurement or preparation has started.

11.2 After Dispatch

An order cannot be cancelled after dispatch. If the customer refuses delivery, actual outward-delivery and return-to-origin charges may be deducted from any advance payment before the balance is refunded.

12. Review and Final Decision

PetsPark.pk may reject an exchange, return, or refund request where:

• The applicable 48-hour or 7-day reporting deadline was missed.

• The product does not meet the relevant eligibility or condition requirements.

• The product was used, altered, mishandled, improperly stored, or damaged after delivery.

• Required evidence or proof of purchase was not provided.

• The claim appears fraudulent or abusive.

All requests will be reviewed reasonably and according to the facts of the case. Nothing in this policy limits any rights available to a customer under applicable consumer-protection law.