Refund policy
If you and your pet aren’t 100% satisfied, no worries. Return items within 30 days of delivery with free return shipping. In some cases, we may issue a refund without asking for the item to be sent back.
How to Start a Return
Getting started is easy.
Simply contact us within 30 days of delivery through the Petrite website, app, or WhatsApp.
Please include your order number along with a description of the issue.
To help us review your request, we may ask for photos, a short video, or additional information about the product.
Once we've reviewed your request, we'll guide you through the next steps.
Items Eligible for Return
We may accept returns for items including:
• Wrong items delivered
• Damaged items
• Expired items
• Products with manufacturing defects
• Incomplete orders or missing items
• Items with issues that were not disclosed before purchase
• Other eligible situations reviewed by our Customer Happiness team
Every return request is reviewed individually so we can find the best solution for you and your pet.
Petrite Food Satisfaction Guarantee
Every pet is different, and sometimes a food simply isn't the right fit.
If your pet doesn't adapt well to a food purchased from Petrite, contact us within 30 days of delivery.
We'll review your request and, where appropriate, may offer a replacement, Petrite Store Credit, a partial refund, or a full refund.
To help us review your request, we may ask for:
• Your order number
• Photos of the product and packaging
• The batch number and expiry date where available
• A brief description of the issue
This guarantee applies only to a customer's first purchase of a particular food product and is intended for genuine product satisfaction concerns.
Petrite reserves the right to limit or decline requests where there is evidence of repeated misuse, fraudulent claims, excessive return activity, or circumstances inconsistent with normal household use.
Items That Cannot Be Returned
The following items are generally not eligible for return unless they arrive damaged, defective, expired, or we made a mistake with your order.
• Prescription medications
• Vaccines or products requiring temperature controlled storage
• Gift cards
• Products marked as Final Sale or MISFIT
Refunds
Once your return has been received and inspected, we'll process your refund if it meets our return guidelines.
You may choose to receive your refund through your original payment method or as Petrite Store Credit.
If we're unable to refund your original payment method, such as when the payment method is no longer available, we'll issue your refund as Petrite Store Credit.
Shipping Refunds
If your entire order is approved for a refund, any shipping fees you paid for that order will also be refunded.
If only part of your order is refunded, the original shipping charges won't be refunded.
Return Pickups
If your return is approved, we'll arrange a pickup where available or provide return instructions if a pickup isn't possible.
Once the item has been collected by Petrite or our delivery partner, we'll take responsibility for getting it back to our fulfillment center.
After we receive and inspect the item, we'll process your refund or replacement if it meets our return guidelines.
Our Commitment
Every return request is handled by a real member of our Customer Happiness team.
Our goal is always to find a fair solution while protecting the safety of pets, our customers, and the integrity of our products.
Need Help?
If you have any questions about your order or need help with a return, our Customer Happiness team is always happy to assist.
You can reach us through the Petrite website, the Petrite app, or WhatsApp
Last updated: June 28, 2026