Refund policy

To Our Valued Customers,

Pusa.PH is committed to ensuring that the products you purchase meet your expectations. We guarantee that all our products are free from defects in materials or quality. Please carefully review the following guidelines regarding our refund and exchange policy:

Warranty Period

All products carry a 30-day warranty from the date of receipt. Proof of purchase (e.g., dated sales receipt or order confirmation) is required.

Returns and Replacements

Concerns regarding products within 30 days of receipt may qualify for a replacement if they meet the following conditions:

  • The item is in its original packaging, with all included accessories.
  • The price tag, if applicable, is still attached.
  • There are no signs of misuse, mishandling, or damage caused by the customer.

Requests beyond 30 days will require further assessment and coordination with our team or the relevant product supplier.

Exclusions from Warranty

The warranty is valid only if the product has been used and maintained according to the provided instructions. The following are not covered:

  • Abuse, accidents, or mishandling.
  • Surface issues such as fading or scratches caused by normal wear and tear.
  • Any defects resulting from causes other than inherent material or quality issues.

Non-Returnable and Non-Exchangeable Items

For hygienic reasons, the following items are not eligible for return or exchange:

  • Opened consumable products (e.g., pet food, supplements). Only sealed and unused consumables may be returned or exchanged.
  • Items classified as intimate (e.g., grooming tools, litter trays, or any product that has been used by a pet).

Conditions Not Eligible for Refund/Exchange

The following circumstances are not covered under the refund and exchange policy, as per the Consumer Act of the Philippines (RA 7394):

  • A change of mind after purchase.
  • Defects caused by misuse or mishandling by the customer.
  • Discovery of a lower price for the same item at another store.

How to Initiate a Return or Exchange

To request a return or exchange, please contact us through [insert your store's email or customer support channel]. Provide your order number, photos of the item (if applicable), and a detailed explanation of your concern.

Thank you for trusting Pusa.PH for your pet care needs. We value your continued patronage and are here to assist you every step of the way!