Returns & Refund Policy

PetGem is proud to offer a 15 day returns policy, meaning that you have 15 days from the day you receive your item to request a return in case you change your mind.

Please read our refund policy carefully to understand your rights and responsibilities.

Returns and Refund Policy:

We gladly accept returns for a refund within 15 days of the original purchase date. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

Initiating a Return:

To initiate a return, please follow these steps:

  1. Contact our customer service team at to notify us of your intention to return the item and to receive further instructions.
  2. Pack the item securely in its original packaging, including any accessories or documents that came with it.
  3. Ship the item to the address provided by our customer service team. Buyer will cover the return shipping fee.

Conditions for Refund:

  • The item must be in its original condition and packaging to be eligible for a refund.
  • You are responsible for the cost of return shipping unless the return is a result of our error or a defective product.
  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.


  • Some items may not be eligible for a return or refund. These include perishable goods, personalized items, and items that are not in their original condition or are damaged.
  • Unfortunately, we cannot accept returns on sale items or gift cards

Damaged or Defective Items:

If you receive a damaged or defective item, please contact us immediately at We will work with you to resolve the issue promptly.

Contact Us:

If you have any questions about our refund policy or need assistance with a return, please contact our customer service team at