Return & Refund Policy - MarcoPetsHome
At MarcoPetsHome, we want you and your furry friends to be completely happy with your purchases. Our Return & Refund Policy is designed to be fair, flexible, and pet-friendly—because we understand that sometimes products may not be the perfect fit for your pet's needs. We aim to make returns and refunds as simple and stress-free as possible for pet parents.
1. Eligibility for Returns
We accept returns for most pet products within 30 days of delivery, provided the item is unused, unopened, and in its original packaging (including tags and labels). Exceptions apply to personalized pet products (e.g., custom engraved bowls), perishable items (e.g., pet treats), and hygiene products (e.g., grooming wipes) for health and safety reasons—these are non-returnable unless defective.
2. How to Initiate a Return
To return a product, please contact our customer support team at support@marcopetshome.com with your order number, product details, and reason for return. We will provide you with a prepaid return label (for defective items) or guide you through the return process. Returns must be shipped back within 7 days of receiving approval to be eligible for a refund or exchange.
3. Refund & Exchange Process
Once we receive and inspect your returned item, we will process your refund within 5-7 business days. Refunds will be issued to your original payment method. Alternatively, you may choose to exchange the item for a different size, color, or product of equal value. For defective or damaged products (caused by shipping or manufacturing), we offer full refunds or free replacements, with no additional cost to you.
4. Important Notes
Shipping costs for non-defective returns are the responsibility of the customer, unless we made an error in your order (e.g., wrong product shipped). We reserve the right to refuse returns that do not meet our eligibility criteria. If you have questions about returning a pet product, our team is here to help—we're pet lovers too, and we want to make sure both you and your pet are satisfied.
Thank you for trusting MarcoPetsHome with your pet's needs. We stand behind the quality of our products, and our return policy is just one way we show our commitment to your satisfaction and your pet's well-being.