Refund policy

PetShack Return Policy 

PetShack offers premium and quality selection of pet products at the best available price, with confidence. In any case you are not satisfied with your purchase, or changed your mind. We have a 14 Days return policy in effect. After receiving the delivery, customers are advised to check the products before opening the sealed package. Any food items opened or partially consumed will obtain no refund or exchange.    

14 Days Return/Exchange Policy 

Customer can notify us within 7 days in case of damaged or wrong items delivered. We will offer an exchange free of charge if your package arrives at PetShack premises within the specified 7 days' timeline.  

Within 14 days of purchase, Other products can be returned for exchange if they are not opened, used and are in good resalable condition with original packaging.  Your refund will be processed in the original form of payment within 7 business days. You will be notified via email when this transaction has taken place.   

Return Policy 

• From the date of purchase all returns must take place within 14 days. 
• Goods returned must be with original packaging, unused, not opened, no wear or damage and in good resalable conditions.  
• These charges are non- refundable: Shipping, handling charges and cost of shipping return.  
• PetShack is not responsible for any lost package in return transit and cost of shipping return is at customer’s expenses. 
• Items on Final Sale may not be returned. 
• In regard to certain faulty item covered by warranty period, please contact the distributor directly regarding exchange or repair. We will not provide exchange or refund for those items. 
• Returns not authorized by us will not be accepted and proceed further upon delivery. 
• PetShack reserves the right to make final decisions in terms of any dispute. 

Return Policy Exceptions

All Frozen pet food products are stricitly non-returnable. For health hygiene, and safety reasons, returns or exchanges are not accepted once dispatched. By completing a purchase, the customer acknowledges and agrees that such products are excluded from the general return policy.

When returning the goods, we recommend customers to select fully insured courier service as PetShack cannot be liable for damages or lost items during the return process.  If you want to try a certain product/brand, we are happy to offer samples (depending on availability). We reserve our right to refuse any unreasonable request. 

For further details, please contact us at 56185164 or email info@petshack.hk. 

Return Address: PetShack Limited Hong Kong Room D7, Block D, 1/F, East Sun Industrial Centre, 16 Shing Yip Street, Kwun Tong, Hong Kong