Return & Exchange Policy

At Coco Pets, customer satisfaction and pet well-being are our top priorities. If you receive an item that is damaged, defective, or incorrect, we are here to help resolve it quickly.

1. 7-Day Return & Exchange Window

You may request a return or exchange within 7 calendar days from the date your order is marked as delivered by the courier. After 7 days, unfortunately, requests cannot be processed.

2. Eligibility Criteria

To be eligible for a return or exchange:

  • The product must be unused, unworn, and in the same condition you received it.
  • Items must remain in their original packaging with all tags, labels, and seals intact.
  • Proof of purchase (Order ID or invoice) is required.

3. Non-Returnable Items

For hygiene, animal health, and safety reasons, we strictly cannot accept returns or exchanges for:

  • Open bags or sealed packages of pet food, wet food, or treats.
  • Used grooming products, brushes, nail clippers, or oral care items.
  • Products damaged due to misuse, pet bite/chew damage, or improper handling after delivery.

4. How to Submit a Claim

If your product arrived damaged, defective, or not what you ordered, please contact us within 7 days:

  1. Take Photos/Videos: Clearly show the outer shipping package, courier slip, and the defective/damaged item.
  2. Contact Support:
  3. Review & Approval: Our team will review your photos and confirm eligibility within 24–48 hours.

5. Refunds & Replacements

Once your claim is approved:

  • Replacements: A replacement item will be dispatched to your address at no additional shipping cost.
  • Refunds: Approved refunds are transferred within 3 to 5 business days via Bank Transfer or EasyPaisa.
  • Note: Cash on Delivery (COD) handling fees and initial courier charges are non-refundable unless the return is due to an error on our part.