Refund Policy

Refund & Exchange Policy

At Pets Sparkle, we want every customer to feel confident and happy with their purchase. Please read our refund and exchange policy carefully.

Order Cancellations & Refund Window

  • You may request a full refund or cancellation within 24 hours of placing your order.

  • After 24 hours, your order will already be in our processing, packing and shipping queue, so cancellation or refund will not be possible at that stage.

Refunds After Delivery

Once you receive your order, refunds are available only in the following cases:

  • The item arrived damaged.

  • You received the wrong size, color, or product compared to what you ordered.

  • There was another error on our side.

For these situations, you may request either:

  • A refund to your original payment method (processed within 5–10 business days), or

  • A free replacement item of the correct size/product.

Refund requests must be made within 30 days of your order date.

Exchanges

  • If the issue is on our side (wrong size shipped, damaged item, wrong product), we will replace it at no cost to you.

  • If the issue is on your side (for example, ordering the wrong size despite our accurate size charts), we do not offer free exchanges.

    • However, we can provide a special replacement option at a discounted price.

    • In this case, please send us photos and details and we will review the situation individually to find the best solution.

Sale Items

  • Only regular-priced items can be refunded.

  • Sale items are non-refundable.

Gifts

  • If the product was marked as a gift and shipped directly to you, you will receive a gift credit for the value of your return.

  • If the gift was shipped to the original purchaser, the refund will go to them.

Shipping Costs

  • Customers are responsible for the cost of return shipping unless the error is on our side.

  • Shipping fees are non-refundable.

  • Delivery times for exchanged or replacement items may vary depending on your location.

How to Request a Refund or Exchange

To request a refund, exchange, or replacement, please:

  1. Email us at contact@petssparkle.com.

  2. Provide your order number and a clear description of the issue.

  3. Attach photos of the product if applicable (e.g., damaged or wrong size item).

We will review your case and respond with the next steps.

Summary

  • Full refund/cancellation: Within 24 hours of order.

  • After 24 hours: Wait for delivery; refunds/exchanges only if defective, damaged, or incorrect item received.

  • Customer error (wrong size): Discounted replacement option available.

  • Refund timeline: Within 30 days of order date if our fault.