Return Policy

Return Policy

Pets West is committed to you and your pet, so we’ve made our return policy easy and convenient.

Returning Online Purchases

If you're not satisfied with your purchase, you can return the product for the purchase price (minus the shipping, handling, and other charges) within 60 days. Product must be in its original packaging.  Please see below for exceptions.

In Store

To return an item in store that was purchased online, simply bring the product in its original packaging plus the packing slip or the shipping confirmation email as proof of purchase. If paid for by credit card, the card used to purchase the merchandise is required so that your return can be credited to the same card (minus the cost of shipping and gift wrapping). If you do not have the same credit card that you used to make your purchase, or used a payment method other than a credit card for your order (such as etransfer), we will credit your account for the appropriate amount. Account credits can be used for future in-store purchases and cannot be redeemed for cash.

By Mail

Pack the item safely and securely for shipping and include the packing slip (retain a copy for your records). Affix the RETURN shipping label provided and send the package via a traceable and insurable method. Please note: exchanges are not available by mail. All shipping charges must be paid by the customer. COD deliveries will be returned to the customer.

Returning Products Purchased in Store

If you're not satisfied with a product purchased in the store, simply bring the product in its original packaging and in new or salable condition to the store .

Returns or Exchanges With a Receipt:

·         Receipts are valid for 60 days from date of purchase.

·         If a purchase is paid with cash, a refund will be issued in cash..

·         Credit card purchases will be credited to the original card used or a credit will be issued to your account for future use in store. If the original card is not available, or a payment method other than a credit card was used for your order (such as etransfer) , your account will be credited for the amount.

·         If a purchase is paid with a gift card, a refund will be issued to your account.

·         If exchanging a product, any positive balance will be refunded in the original form of tender, or a credit will be applied to the account

·         Account credits cannot be redeemed for cash.

Returns or Exchanges Without a Receipt or With a Receipt Older Than 60 Days:

 

·         Bring the product to the store and a credit to your account for the most recent sale amount will be issued. If making an exchange, any positive balance will be refunded in the original form of tender.

Return Exceptions

We cannot accept returns on masks, used or damaged products, or frozen pet food.