Return and Exchange Policy

Customer satisfaction is our priority! Therefore, we have established a clear and straightforward exchange and return policy in accordance with current legislation (Consumer Protection Code). Please find the details below:

1. Return and Exchange Deadlines

• Purchase Regret: You have up to 7 calendar days after receiving the product to request a return (as per Article 49 of the Consumer Protection Code).
• Defective or Damaged Product: If the product is defective or arrives damaged, you have up to 7 calendar days to contact us (as per Articles 18 and 26 of the Consumer Protection Code) and request a return via email: suporte@petmundo.shop.

2. Return Conditions
   To ensure that the return is accepted, the following conditions must be met:

• The product must be in its original packaging, unused, with all accessories and tags intact.
• The proof of purchase must be presented.

3. Return Request Procedure
   To initiate the return process, please contact our Customer Support:

• Email: suporte@petmundo.shop
  Include the following information:

  • Full name and order number
  • Reason for return or exchange
  • Photos or videos of the product, in case of damages or defects

Once the information is submitted, our team will review the case and provide instructions for returning the product, if applicable.

4. Shipping Costs

• Defects or Shipping Errors: Shipping costs will be covered by us.
• Purchase Regret: The customer will be responsible for the return shipping costs.

5. Refunds
   After receiving and inspecting the returned product, the refund will be processed within 10 business days.
   The refund will be issued using the same payment method used for the purchase.

6. Exceptions

• Custom or made-to-order products are not eligible for exchange or return, except in cases of defects.
• Promotional or clearance items are not eligible for exchange, except in cases of defects.

If you have any questions, feel free to contact our team. We’re here to assist you!