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At Petcho, we want you and your pets to be happy with your purchase. If you are not completely satisfied with your order, please contact us within 7 days of receiving your item to request a return or refund.

Return Eligibility

To be eligible for a return, the item must meet the following conditions:

  • The item must be unused and in its original condition.

  • The item must be unopened and in its original packaging, where applicable.

  • The item must not have been damaged or altered after delivery.

  • You must provide proof of purchase, such as your order number or receipt.

Due to hygiene and safety considerations, certain pet products may not be eligible for return once opened or used.

How to Request a Return

To request a return, please contact us at Petchoshopify@nyttrading.com and provide:

  • Your order number

  • The name of the item you wish to return

  • The reason for the return

  • Photos or videos of the item, if applicable

Please do not send any items back before your return request has been reviewed and approved by our customer service team.

If your return is approved, we will provide you with the return instructions and return shipping address.

Items returned without prior approval may not be accepted.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as you receive it. If your item is damaged, defective, missing, or you received the wrong item, please contact us at Petchoshopify@nyttrading.com as soon as possible.

To help us resolve the issue quickly, please provide your order number and clear photos or videos showing the problem.

After reviewing the information, we will determine the appropriate solution, which may include a replacement, refund, or other suitable resolution.

Non-Returnable Items

For health, hygiene, and safety reasons, the following items are generally not eligible for return or exchange:

  • Opened or used pet food and pet treats

  • Opened or used cat litter

  • Used pet hygiene or cleaning products

  • Used pet grooming or personal care products

  • Customized or personalized products

  • Sale or clearance items, unless the item is defective or damaged

  • Gift cards

If you are unsure whether your item is eligible for return, please contact us at Petchoshopify@nyttrading.com before sending it back.

Exchanges

If you would like to exchange an eligible item for a different product, size, or variant, please contact us first.

Depending on product availability, we may recommend returning the original item and placing a new order for the desired product.

Return Shipping

If the return is due to a defective, damaged, incorrect, or missing item caused by us or the carrier, Petcho will review the case and may cover the applicable return shipping costs.

For returns due to personal preference or other reasons not caused by Petcho, the customer may be responsible for the return shipping costs.

Return shipping arrangements will be confirmed by our customer service team on a case-by-case basis.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If your refund is approved, the refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or payment provider to process and post the refund to your account.

If you have not received your refund after the expected processing time, please contact us at Petchoshopify@nyttrading.com.

Contact Us

If you have any questions about returns, refunds, or exchanges, please contact us:

Email: Petchoshopify@nyttrading.com