Refund policy

This policy applies to purchases from partnerpetshop.com, operated by PARTNER PET FOOD LIMITED.

One no-return refund per customer

Each customer is entitled to one product refund without returning the product under our satisfaction guarantee. The guarantee is available to the original buyer.

Request your refund within 14 days of receiving your order. Email partnerpetfood@gmail.com with your order number and the product concerned. Our team will confirm the claim and refund instructions. An eligible no-return claim does not require a physical return or return postage.

The guarantee refunds the eligible product's purchase price. Original delivery charges are excluded. The once-per-customer guarantee does not limit any mandatory consumer rights or prevent you from contacting us about a damaged, defective, or incorrect item.

Refund timing

After your refund request is approved, we will issue the refund to the original payment method within 10 business days. Your bank or payment provider may take additional time to post it.

Physical returns and exchanges

If a physical return is needed, email us before mailing anything. We will provide instructions and the assigned Amazon fulfillment-center return address in the United States. The address depends on the return; please use only the address we provide.

Our Hong Kong office is not a return address. Do not send products there or to an Amazon address you found yourself.

For a physical return outside the no-return guarantee, the customer pays return postage. We do not charge a restocking fee. A replacement may involve an additional shipping charge; any applicable charge will be explained before you agree. Contact us about damaged, defective, or incorrect items so we can review the appropriate resolution.

Purchases from another retailer

If you purchased from another retailer, contact that seller. Its return and refund process applies to that purchase.

Existing orders

Once an order is placed, we cannot edit or cancel it. Email us for assistance with your order. For delivery areas, rates, and estimated timing, see our Shipping Policy.

Contact

PARTNER PET FOOD LIMITED · partnerpetfood@gmail.com. Email is our customer support channel.