Returns and exchanges

These rules follow the Law of Ukraine "On Consumer Protection" (Articles 8, 9, 13) and Cabinet Resolution No. 172 of 19.03.1994. A purchase on this website is a distance contract, so Article 13 applies in addition. 1. Returning goods of proper quality You may withdraw from a purchase of goods of proper quality within 14 days of receipt, provided the item is unused and its appearance, consumer properties, seals, labels, original packaging and proof of payment (receipt, order number or confirmation e-mail) are preserved. We will refund the payment or exchange the item for an equivalent one. Return shipping for goods of proper quality is paid by the customer. 2. Items that cannot be returned For safety and hygiene reasons the following goods of proper quality are not accepted for return: — food, treats and vitamins in opened or damaged packaging; — veterinary products, anti-parasite treatments, hygiene products and litter with broken packaging; — items that have been in contact with animals (beds, clothing, harnesses showing signs of use); — aerosol products and other items listed in Cabinet Resolution No. 172. 3. Defective, damaged or wrong items If you received a defective item, transport damage, an expired product or a different item than ordered, let us know as soon as possible — ideally within 3 days of receipt so we can file a claim with the carrier. Send photos of the item, packaging and the label with the batch number to support. At your choice we will replace the item with the same or another one with a price adjustment, reduce the price proportionally, or refund the full amount. Shipping both ways is paid by the store in this case. 4. How to request a return 1) Contact support (see the Contacts page or your order confirmation e-mail), stating the order number, the item and the reason. 2) Receive confirmation and instructions from a manager: shipment via Nova Poshta to our branch or return to a PetSweet store. 3) Pack the item in its original packaging and include the proof of payment. 5. Refunds Refunds are made using the original payment method. Card payments (LiqPay) are refunded to the same card after we receive and inspect the item, usually within 3–5 banking days and no later than 30 days from your withdrawal notice. Cash-on-delivery orders are refunded to a card you specify. Loyalty bonuses used for payment are returned to your bonus account. 6. Exchanges Exchanges for another size, flavour or pack size follow the same rules as returns; any price difference is charged or refunded. 7. Contacts Questions about returns — via the Contacts page or the support e-mail in your confirmation letter. The current version of these rules is always published on this page.