Refund policy

Last updated: July 26, 2026.

At Pet Empire Store, we strive to offer high-quality products for your pets. We want your shopping experience to be transparent and fair. Below, we detail the conditions under which returns, exchanges, and refunds are handled.

1. Request Timeframe

You have 14 calendar days from the delivery date of your order to request a return or report an issue with your product. Once this period has passed, we cannot offer you a refund or exchange.

2. Return Eligibility Conditions

For a return to be accepted, the item must strictly meet the following requirements:

  • It must be unused, in the same condition that you received it, and in its original packaging.

  • It must include all attached tags, accessories, manuals, or promotional gifts.

  • You must provide proof of purchase or your order number.

Exceptions and Non-Returnable Items: For hygiene, safety, and animal health reasons, we do not accept returns on:

  • Opened or partially consumed pet food, treats, or snacks.

  • Personal care or grooming products (brushes, shampoos, nail clippers) that have been opened or used.

  • Final sale or clearance items.

3. Shipping Costs for Returns

  • Returns due to buyer's remorse or preference: If you decide to return a product because you no longer want it or changed your mind, the customer is responsible for paying all return shipping costs. Original shipping fees are non-refundable.

  • Defective products or order errors: If the item arrives damaged, defective, or you received the wrong item, Pet Empire Store will cover the cost of return shipping and/or sending the correct replacement.

4. Return Request Process

  1. Prior Contact: Before returning any item, you must contact our support team at petempire2325@gmail.com or via WhatsApp at +57 305 3514166. Returns sent back without prior authorization will not be processed or refunded.

  2. Evidence: Attach clear photos or videos of the product's condition and packaging, explaining the reason for your request.

  3. Shipping Instructions: Once your case is reviewed and approved, we will provide you with the address where you should send the package.

5. Inspection and Refund Process

  • Once we receive and inspect your returned item, we will notify you by email whether your return has been approved or rejected.

  • If approved, your refund will be processed automatically to your original payment method within 5 to 10 business days (depending on your financial institution).

  • Restocking/Handling Fee: We reserve the right to apply a restocking fee of up to 15% of the item's value if the package is returned without its original packaging in perfect condition.

6. Order Cancellations

  • You can request to cancel an order only if it has not yet been processed or shipped.

  • Once an order has been dispatched and is with the carrier, it cannot be canceled. In that case, you must wait to receive it and process a return under Section 3.

7. Contact Us

If you have any questions regarding our return and refund policy, please contact us at:

  • Email: petempire2325@gmail.com

  • Phone / WhatsApp: +57 305 3514166

  • Address: Calle 58 #102-56, Casa 1P, 050035, Medellín, ANT, Colombia