Refund & Return Policy

Last Updated: September 9, 2026

At PetMallio, we want our customers to receive products that are as described and in satisfactory condition.

This Refund & Return Policy explains our procedures for returns, replacements, and refunds.

  1. Damaged, Defective, or Incorrect Products

If you receive a product that is:

  • Damaged during delivery;
  • Defective;
  • Incorrect; or
  • Materially different from the product description,

please contact us as soon as reasonably possible after receiving your order.

Please provide:

  • Your order number;
  • A description of the issue; and
  • Photographs or other supporting information where reasonably requested.

We will review the situation and, where appropriate, offer a replacement, refund, or another reasonable solution.

  1. Change-of-Mind Returns

Where applicable, customers may request a return within 14 days after receiving the order.

To be eligible for a change-of-mind return, the product must generally:

  • Be unused;
  • Be in its original condition;
  • Be in its original packaging where applicable; and
  • Be suitable for resale.

Approval of a change-of-mind return is subject to the conditions in this Refund & Return Policy and the nature of the product.

  1. Products That May Not Be Eligible for Change-of-Mind Returns

For health, hygiene, safety, or product integrity reasons, certain products may not be eligible for change-of-mind returns once opened or used.

These may include, where applicable:

  • Opened pet food;
  • Opened pet treats;
  • Used grooming or hygiene products;
  • Products that cannot reasonably be resold for hygiene reasons;
  • Customized or personalized products; and
  • Products clearly identified as non-returnable before purchase.

This restriction does not affect any rights or remedies that apply where a product is defective, damaged, incorrectly supplied, or otherwise does not conform to applicable requirements.

  1. Return Authorization

Please contact us before sending any product back.

Customers should not send products to a return address without first receiving return instructions from PetMallio.

Unauthorized returns may result in delays in processing the request.

  1. Condition of Returned Products

Returned products should be properly packaged to prevent damage during return shipping.

We reserve the right to review the condition of returned products before approving a refund where the return is based on a change of mind.

  1. Return Shipping Costs

Where a return is required because we supplied an incorrect product, or the product arrived damaged or defective, PetMallio will determine the appropriate return shipping arrangement.

For approved change-of-mind returns, the customer may be responsible for return shipping costs unless otherwise stated at the time of purchase.

  1. Refunds

Once a refund has been approved, the refund will normally be issued to the original payment method used for the purchase.

The time required for the refund to appear in the customer’s account may depend on the customer’s bank, card issuer, or payment provider.

  1. Partial Refunds

Where appropriate, we may provide a partial refund where only part of an order is affected or where a customer and PetMallio agree on an appropriate resolution.

  1. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests before an order has been dispatched.

Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.

  1. Missing or Undelivered Orders

If an order does not arrive within the expected delivery timeframe, please contact us.

We may investigate the shipment with the relevant delivery provider before determining an appropriate resolution.

  1. Refunds for Unavailable Products

If we are unable to fulfil an accepted order because a product is unavailable, we may cancel the affected item or order and provide an appropriate refund.

  1. No Waiver of Legal Rights

Nothing in this Refund & Return Policy is intended to exclude, restrict, or limit any rights or remedies that cannot lawfully be excluded, restricted, or limited under applicable law.

  1. Contact Us

To request a return or refund, please contact:

PetMallio

Email:
echokey99@gmail.com

Website:
https://petmallio.com

Please include your order number and a description of the issue.