Refund policy

This policy applies only to online orders placed through PetsPark.pk or an official PetsPark.pk ordering channel. Retail-branch purchases are governed by the policy applicable at that branch.

Return Period

• Visible transit damage must be reported within 48 hours of delivery.

• All other eligible return or exchange requests must be submitted within 7 calendar days of delivery.

Eligible Products

A product may qualify for return or exchange if it was delivered wrong, damaged, defective, leaking, expired, contaminated, faulty, or materially different from its description.

A change-of-mind or incorrect-selection exchange may be considered only if the product is unused, undamaged, complete, in its original packaging, and suitable for resale. All accessories, labels, tags, manuals, gifts, and promotional items must be included.

Non-Returnable Products

Opened or used food, treats, supplements, litter, medicines, healthcare products, consumables, and animal-contact grooming or hygiene products cannot be returned due to a change of mind.

Sale, clearance, final-sale, non-exchangeable, customized, and personalized products are non-returnable and non-exchangeable. PetsPark.pk will still review cases involving a wrong product, an undisclosed material defect, or transit damage reported within 48 hours.

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

How to Request a Return

Contact the PetsPark.pk WhatsApp Helpline at 0323-5272323 within the applicable period. Provide your order number, reason for return, and any requested photographs, video, batch details, or expiry date.

Do not send the product until PetsPark.pk has approved the request and provided the return address and instructions.

PetsPark.pk does not normally provide return pickup. The customer must securely pack the product, use a traceable courier service, keep the receipt and tracking number, and share the tracking details with PetsPark.pk. Do not send the parcel on a Cash on Delivery or To-Pay basis.

All returned products are inspected before approval. PetsPark.pk may reject a product that was used, altered, mishandled, improperly stored, damaged after delivery, returned incomplete, or submitted without the required evidence.

Return Delivery Charges

For a change of mind or customer ordering error, the customer must pay the return-delivery charge and any replacement-delivery charge.

If PetsPark.pk verifies that it supplied a wrong, damaged, defective, leaking, expired, or faulty product, PetsPark.pk will cover reasonable return delivery and standard replacement delivery charges.

All exchanges are subject to product availability. If the replacement costs more, the customer must pay the difference. If it costs less, PetsPark.pk will refund the difference based on the amount originally paid after discounts and promotions.