Refund policy

Return & Refund Policy

Thank you for shopping with Pethealer Asia.

We care about product quality and customer satisfaction. If you receive an incorrect, damaged, leaking, incomplete, or expired item, please contact us within 7 days after receiving your order.

Contact Email: support@pethealerasia.com

Eligible Return Cases

You may request a return, replacement, or refund in the following cases:

  • You received the wrong item

  • The item was damaged during shipping

  • The product packaging was severely damaged

  • The item was leaking, broken, or defective

  • The item was expired upon arrival

  • Your order was missing one or more items

To request support, please contact us and provide:

  • Your order number

  • Photos or videos of the product received

  • Photos of the outer packaging and product label

  • A clear description of the issue

Please send the information to: support@pethealerasia.com

Return Conditions

To be eligible for a return, the item must meet the following conditions:

  • The item must be unused

  • The item must be unopened

  • The item must be in its original condition

  • The original packaging must be included

For hygiene and safety reasons, pet care products, pet supplements, topical products, flea & tick products, eye care products, or any products that may come into direct contact with pets cannot be returned once opened or used.

Non-Returnable Cases

We do not accept returns or refunds in the following cases:

  • The item has been opened

  • The item has been used

  • The customer changed their mind after receiving the order

  • The pet does not like the product

  • The customer selected the wrong product, size, type, or quantity

  • The customer entered incorrect shipping information

  • The customer failed to receive the parcel due to personal reasons

  • The return request was submitted more than 7 days after delivery

Damaged, Incorrect, or Missing Items

If your item arrives damaged, incorrect, leaking, expired, or incomplete, please contact us within 7 days of delivery.

After reviewing the evidence provided, we may offer one of the following solutions depending on the situation:

  • Replacement

  • Reshipment

  • Partial refund

  • Full refund

Pethealer Asia reserves the right to review each case before approving a return, replacement, or refund.

Return Shipping Costs

If the return is caused by our mistake, such as sending the wrong item or a damaged item, we will cover the return shipping cost or provide a suitable solution.

If the return is caused by the customer, such as ordering the wrong item or changing their mind, the customer is responsible for the return shipping cost.

Original shipping fees may not be refundable unless the issue was caused by our error.

Refund Process

Once your return or refund request is approved, we will notify you by email.

Approved refunds will be processed within 7–14 business days after confirmation. The exact time may vary depending on your payment provider, bank, card issuer, or local payment method.

Refunds will usually be issued to the original payment method used at checkout. If the original payment method is unavailable, we may request additional refund information from the customer.

Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

If the order has not yet been processed or shipped, we will try our best to cancel it.

If the order has already been shipped, it cannot be cancelled. In this case, the order will be handled according to our return policy after delivery.

Refused or Undeliverable Parcels

If a parcel is refused, unclaimed, or returned due to incorrect shipping information provided by the customer, we may deduct the original shipping fee, return shipping fee, or related handling costs from any eligible refund.

Customers are responsible for providing accurate and complete shipping information at checkout.

Important Notes

Pethealer Asia reserves the right to refuse returns, refunds, or replacements if the request does not meet our policy requirements or if there is evidence of misuse, abuse, or fraudulent activity.

This policy applies to purchases made directly through our official website or authorized sales channels. Products purchased from unauthorized sellers, counterfeit websites, or third-party resellers may not be covered by this policy.

For any questions, please contact us at:

support@pethealerasia.com