Refund policy

Pet Musketeer is an online store based in India that sources pet‑supply and lifestyle products from international suppliers and ships them directly to customers in the USA, Europe, and Asia through our dropshipping partners. This policy explains how returns and refunds work for orders placed on our website.

1. Who this policy applies to

  • This policy applies to all customers purchasing from petmusketeer.com, regardless of country.

  • You also agree to follow the consumer‑protection rules of your country (e.g., EU 14‑day right‑to‑cancel, US refund expectations, etc.).

2. Return eligibility

You may return products only under the following conditions:

  • The product is defective, damaged, or not as described (wrong item, broken toy, faulty leash, etc.).

  • The product is unused, in original condition, with all packaging, tags, and accessories included.

  • We do not accept returns for:

    • Items that are used, chewed, soiled, or physically damaged by your pet or by you.

    • Hygiene‑sensitive pet items once opened (e.g., brushes, grooming tools, collars/leashes with visible use, or chewed toys).

    • Custom‑branded or personalized products (e.g., pet‑name engraved tags, custom carriers) unless they are defective or not as described.

3. Return window

  • Defective / wrong item / not‑as‑described returns:

    • You may request a return or refund within 30 days of delivery confirmation.

  • Change‑of‑mind / non‑defective returns:

    • We do not accept change‑of‑mind returns because we operate as a dropshipping store and most items ship directly from overseas suppliers.

    • If you change your mind, you must contact us before the order is shipped; once shipped, we cannot cancel or refund unless the product is defective or incorrect.

4. How to request a return

  • To request a return or refund, you must contact us within the return window at:

    • Email: buddyandco25@gmail.com

  • You must provide:

    • Order ID and product name.

    • Clear photos or videos showing the defect, damage, or mismatch (e.g., wrong pet‑toy size, broken leash, dirty/gnawed packaging).

  • We will review your case and may ask for additional information before approving a return.

5. Return shipping and costs

  • For defective, damaged, or wrong‑item cases:

    • We will provide a return shipping label where technically possible via our drop shipper, or reimburse reasonable one‑way return shipping costs (upon proof of receipt).

  • For non‑defective returns (if you ever decide to allow them in the future):

    • Return shipping costs will be borne by the customer.

  • We do not reimburse return shipping if:

    • The product is not actually defective or the issue is caused by the customer or the pet.

6. Refunds and processing

  • Once we receive the returned item and confirm it meets the conditions, we will issue a refund within 5–10 business days.

  • Refunds are processed to the original payment method (card, UPI, PayPal, etc.) used at checkout.

  • If the original payment method is no longer available, we may issue a refund via store credit or an alternative method agreed with you.

7. Exchanges

  • Exchanges are possible only for defective, damaged, or wrong items, and only if the same product is in stock with the supplier.

  • We do not offer exchanges for change‑of‑mind.

  • Exchange shipping (if applicable) will be handled as per our return‑shipping policy above.

8. International shipping and customs

  • All orders are shipped directly from our international drop shipping partners to your country.

  • You are responsible for customs duties, import taxes, and any local fees in your country unless otherwise stated at checkout.

  • If customs or tax issues cause the package to be returned, we may issue a partial refund (after deducting shipping and any customs/storage fees) or store credit, at our discretion.

9. No‑return items

  • The following items are generally non‑returnable and non‑refundable unless defective:

    • Used or chewed pet toys, chewables, or scratchers.

    • Opened hygiene‑related pet items (e.g., brushes, grooming tools, wipes, collars/leashes with visible use).

    • Custom‑branded or personalized pet items.

  • “No‑return” labels do not waive your right to a refund for defective or misleading products; this is protected under consumer‑protection laws in many countries.

10. Disputes and chargebacks

  • If you raise a chargeback or dispute with your bank/payment provider without first contacting us, we may:

    • Suspend future orders or accounts associated with abusive behavior.

  • We strongly encourage you to contact us first before opening a dispute so we can resolve the issue quickly.

11. Policy updates

  • We may update this return and refund policy from time to time. Any changes will be posted on this page and will apply to orders placed after the update date.