返金ポリシー

PetsEar Return & Exchange Policy

Last Updated: November 6, 2025

Thank you for shopping at PetsEar. We are committed to ensuring your complete satisfaction with our products. If you are not satisfied with your purchase, we are here to help.

Please take a moment to read the following policy to understand the terms and conditions for returns and exchanges.

 

Eligibility for Returns & Exchanges

You have 30 days from the date you receive your item to decide on a return or exchange. After 30 days, we cannot accept any return or exchange requests.

To be eligible for a return or exchange, the item must be in its original condition: unused, unwashed, undamaged, with the original tags and packaging.

You must provide proof of purchase (such as your order number).

 

Return Process
Please follow these steps to initiate a return:

• Contact Us: Send an email to service@petsear.com. Please provide your order number, the name of the item you wish to return, and the reason for the return.
• Wait for Confirmation: Our customer service team will reply to you within 【1-2 business days】to inform you if your return has been approved and provide further instructions.
• Ship the Item Back: After receiving our return approval email, please ship the item, along with all original packaging and accessories, to the return address we provide.
• Shipping Costs: Return shipping costs are the responsibility of the customer.
• Important Note: We recommend you use a trackable shipping service. If the returned item is lost or damaged in transit, please contact us so we can work towards a resolution.
• Inspection & Refund: Once we receive and inspect the returned item and confirm it meets our return policy, we will process your refund.

 

Refunds

• Processing Time:Upon receipt and verification of the returned item, a refund will be processed within 3-7 business days
• Refund Method: The refund will be automatically issued to your original method of payment. Please note that your bank or credit card company may take additional time to post the refund to your account.
• Refund Amount: We will refund the purchase price of the product. The original shipping cost is non-refundable, unless the return is due to our error (e.g., wrong item shipped).

 

Exchanges
We offer exchanges for items that are the wrong size or have quality issues. If you need an exchange, please follow the "Return Process" above to contact us and clearly state in your email that you wish to exchange the item.

 

Wrong Item or Quality Issues
If you received an incorrect, missing, or defective item, we sincerely apologize! Please contact us at service@petsear.com within 【7 days】 of receiving the product. Please provide your order number and pictures of the wrong item or the quality issue. We will cover the shipping costs to provide a free replacement for the correct item or process a refund.

 

Questions & Contact
If you have any questions about our Return & Exchange Policy, please do not hesitate to contact us:

• Email: service@petsear.com

• Business Hours: Monday - Friday, 9:00 AM - 6:00 PM (GMT+09:00 Tokyo)