Return/Refund Policy

We work very hard and try everything we can to make sure you are satisfied with your shopping experience at pempet.com. If you want to exchange or return the order, please read carefully about Pempet return/refund policy.

Order Confirm

All orders are subject to final approval and acceptance by Pempet. A confirmation email will be sent once you’ve completed your order. We accept order cancellation before the product is shipped or produced. If the order is canceled you will get full refund. We cannot cancel the order if the product has been processed or already shipped out.

Return/Exchange Conditions

(1) Return/exchange deadline

Customers have the right to apply for a free return within 30 days after the receipt of the product.

(2) Return/Exchange Conditions:

  1. Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s used, damaged, washed, or altered in any way.
  2. We do not accept returned items that were sent back by you directly without checking with us first.
  3. Items may be returned or exchanged within 30 days from when they were delivered
  4. For all returns, the original shipping fee and insurance are non-refundable.
  5. If you received a discount or free item by purchasing multiple items together, you will lose that benefit if you do not return all items purchased.

(3) Information required to apply for return/exchange

You need to provide your order number, the reason for the return/exchange, and clear pictures. You’ll get a free return shipping label including return address sent to your email for orders originating in the U.S.

Return Process:

  1. Please get in touch with Customer Service, indicating the item(s) you would like to return and the reason. We will get back to you within 24 hours. Your patience will be highly appreciated.
  2. After receiving return instructions from us, please package up the item(s) to be returned with the original packing and unused condition. Please ship the return parcel within 7 days after receive return lable.
  3. Most returns are processed within 5 business days after we receive your package. We’ll issue a refund to your payment account. Once your refund has been issued, you will receive a confirmation email or a confirmation message.

Refunds are not available for the following circumstances.

  • Your order did not arrive due to factors within your control (i.e., providing the wrong shipping address at checkout).
  • A delivery email will be sent after the parcel is delivered. If you didn’t receive the package, please contact us within 10 days. Pempet is not responsible for missing item(s) after 10 days of the delivery
  • Refunds or cancellations are not accepted after the parcel has been processed or in transit.
  • We reserve the right to deny returns that do not comply with our return policy.

Refund Process:

  • Most returns are processed within 5 working days after we receive your package and carefully check it. We’ll issue a full refund to your payment account. After the refund is successful, the money will be returned to your account in 1-3 working days.
  • If you do not receive our refund, please contact us by email: [email protected]

Contact us

If you have any questions regarding a return, exchange, or refund, please email us [email protected]. We will be happy to assist you.