Returns & Refund Policy
Last Updated: January 16, 2025
Returns & Refund Policy
At Pet Pet Island, your satisfaction—and your pet’s happiness—are important to us 🐾
If something isn’t quite right with your order, we’re here to help. Please review the guidelines below for returns, refunds, and order concerns.
Return Eligibility
To qualify for a return, items must meet the following conditions:
• Requested within 30 days of delivery
• Unused, unopened, and in original condition
• Returned in original packaging (including all tags, accessories, and seals)
• Accompanied by proof of purchase (order number or receipt)
For hygiene and safety reasons, we cannot accept returns on items that have been opened, used, or altered.
Non-Returnable Items
The following items are not eligible for return or refund:
• Opened or used pet products
• Items marked as final sale or non-returnable
• Gift cards
• Free or promotional items
• Products damaged due to misuse, improper handling, or normal wear
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with the following:
• Your order number
• A brief description of the issue
• Clear photos of the item and packaging
Once reviewed, we’ll arrange a replacement or issue a refund as needed.
How to Request a Return
To start a return, please contact our support team at:
service@petpet-island.com
Include your order number and reason for the request so we can assist you quickly.
Returns sent without prior approval may not be accepted.
Return Shipping
• Customers are responsible for return shipping costs unless the item is defective or incorrect
• We recommend using a trackable shipping method
• Pet Pet Island is not responsible for lost or delayed return shipments
Refunds
Once your return is received and inspected, we’ll notify you via email.
• Refunds will be issued to your original payment method
• Please allow 5–10 business days for the refund to reflect, depending on your bank or provider
Shipping fees (if applicable) are non-refundable unless the return is due to our error.
Exchanges
We currently do not offer direct exchanges.
If you need a different item, please return the eligible product for a refund and place a new order.
Late or Missing Refunds
If you haven’t received your refund after the processing period:
• Check your bank account again
• Contact your card provider (processing times may vary)
• Reach out to your bank (delays can occur)
If you still need help, contact us at service@petpet-island.com
Order Cancellations
Orders are processed quickly to ensure fast delivery.
• Contact us immediately if you need to cancel
• Orders not yet shipped may be canceled
• Shipped orders must follow the standard return process
Return Address
All returns must be approved before shipping. A return label from Pet Pet Island is required.
Pet Pet Island Limited
Rooms 13–14, 5/F, Kwong Sang Hong Centre
151–153 Hoi Bun Road, Kwun Tong, Kowloon, Hong Kong
Email: service@petpet-island.com
Phone: +852 6739 9399