REFUND POLICY
Thank you for choosing Petora Living LLC. We are committed to providing you and your beloved pets with high-quality products and services. If you are not completely satisfied with your purchase, please refer to the refund policy outlined below.
I. Return and Exchange Conditions (Within 30 Days)
Within 30 days from the date you receive your order, you may request a return or exchange provided the following conditions are met:
The item must be unused, unwashed, and unaltered, retaining its original packaging, tags, and all accessories;
Returns for non-quality issues: Return shipping costs are the responsibility of the customer;
Returns due to quality issues (e.g., damage, missing parts, severe staining) or receipt of the wrong item: Please provide photographic evidence; we will process the return or exchange for you and cover the return shipping costs.
Returns and exchanges will not be accepted under the following circumstances: Pet beds/cushions that have been opened and used (for hygiene reasons), items showing obvious signs of human-induced damage, or items returned after the 30-day period has expired.
II. Return Address
Please ship returned items to the following address: 2965 E Wood St, Paris, TN 38242
Before returning any item, you must contact Customer Service to obtain a Return Merchandise Authorization (RMA) number. Returning an item without prior authorization may delay the processing of your request.
III. Return/Exchange Process
Contact Customer Service (via email at help@petoralivingshop.com or by phone at 731-246-0664) and provide your order number, the name of the item you wish to return/exchange, the reason for the return/exchange, and—if applicable—photographs of the item (in cases of quality issues).
Once your request has been reviewed and approved by Customer Service, we will send you an RMA number along with detailed return instructions.
Securely package the item(s) for return, clearly mark the RMA number on the outside of the package, and ship it to the return address listed above.
After shipping the package, please provide the tracking number to Customer Service so we can monitor its delivery status.
IV. Processing Time
Once we receive your returned item(s) and complete our inspection (which typically takes 2–5 business days), we will notify you of the outcome via email.
Refunds: The refund will be issued back to the original payment method used for the purchase. It typically takes 5–10 business days for the funds to appear in your account (depending on your specific bank or payment platform). Exchange Processing: Once the returned item has been verified, the replacement item will be shipped to you within 3–7 business days. No additional shipping fees will be charged for exchanges (provided the return is due to a quality issue or an error on our part).
In the event of any delays caused by the non-receipt of a returned item or if the item does not meet our return criteria, we will contact you promptly to provide an update.
V. Special Notes
Original shipping charges are generally non-refundable (with the exception of returns resulting from an error on our part).
If the original purchase was made using a gift card, any refund issued will be credited back to that same gift card.
For items purchased during promotional events, refunds will be issued based on the actual amount paid; the value of any applied discounts is non-refundable.
Should you have any questions, please do not hesitate to contact the Petora Living LLC Customer Service Team. Thank you for your understanding and support; together, let us create a more reassuring shopping experience for our pets.