At PetsMatter, we are deeply committed to offering high-quality, handmade products that honor the special connection between you and your beloved pets. Before making a purchase, we kindly ask you to review our refund and return policies, which apply to both standard and custom handmade items.

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Replacement Service

At PetsMatter, we value your pet-inspired decor. To ensure your satisfaction, we offer a one-year complimentary replacement for lost or damaged components under normal use. Repairs within the first year are free; customers cover shipping. We aim to keep your decor always beautiful!

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Return Service for Standard Products

We accept returns within 30 days of purchase under these conditions:

• The item arrives damaged.

• The item significantly differs from its description.

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To initiate a return, email petsmattercare@gmail.com with your order number and photos of the item, ensuring it’s free from man-made damage.

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Once verified, please return the item to:

Jiannan Avenue, Shuangliu District, Chengdu, Sichuan Province​

There is no additional fee for returns, but customers are responsible for return shipping costs, which may vary based on your location.

Refunds will be processed within 30 days after we receive the returned product and will be credited back to your original payment method. You will receive a confirmation email once the refund is initiated.

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Return & Refund Policy for Custom Handmade Products

Custom handmade products are made to order and unique to each customer. Due to their personalized nature, returns are not accepted once production begins.

However, you may cancel your order before production starts by contacting us immediately at petsmattercare@gmail.com.

• Cancellation before production: A 50% fee will apply to cover material and labor costs.  

• After production begins: The item becomes non-returnable and non-refundable.  

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Before shipping, we will confirm the design with you to ensure it meets your expectations.

Once shipped, no returns are accepted unless there are quality issues.  

For any quality-related concerns, please contact us, and we’ll work with you to resolve the issue.

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Cancellation Policy

Full refund within 24 hours: Customers can request a full refund within 24 hours of placing an order on PetsMatter.  

Refund after 24 hours (before making it): A transaction fee applies:  

• 4% for credit card users  

• 6% for PayPal users  

Once production starts: Orders cannot be canceled.

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Return Process

To initiate a return, email our support team at petsmattercare@gmail.com with your proof of purchase (e.g., invoice). We’ll provide instructions on how to pack and return the items. Ensure all components are included in the package.

If you wish to return the item, please collect the package and initialize the return through contacting our customer service. 

Rejecting the shipment may result in a double shipping fee deduction from your refund.

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For Assistance

If you have any questions or concerns about our return or replacement policies, please contact us at petsmattercare@gmail.com. We’re here to help!

Email: petsmattercare@gmail.com

WhatsAPP：+1 (647) 569 2349 

Phone: +86 13123933390

Service Time: Mon - Sun: 10 am - 5 pm(Est)