Refund policy

At Petora99, we work with fulfillment partners who ship each order directly to you. That's what lets us keep prices low and offer a huge range of cat gear — but it also shapes how returns and refunds work. Please read this policy carefully; it's written to be clear, fair, and fully compliant with U.S. consumer protection law, with no hidden terms.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, we will make it right — full stop. Email us at oexe66@gmail.com within 7 days of delivery with your order number and a photo or short video of the item (and the packaging, if it arrived damaged). We'll send a free replacement or issue a full refund, whichever you prefer. You will not need to mail the item back to us.

All Other Sales Are Final

Because your order ships directly from our fulfillment partner's warehouse rather than a store we hold inventory in, we're unable to accept physical returns or offer refunds for change-of-mind purchases (for example: ordering the wrong size or color, changing your mind, or no longer wanting the item). Except as described above under "Damaged, Defective, or Incorrect Items," all sales are final. We disclose this clearly here, at checkout, and in our Terms of Service so there are no surprises — if you're unsure whether a product is right for you, email us before ordering and we're happy to help you decide.

How to Report an Issue

Email oexe66@gmail.com within 7 days of delivery with: your order number, a description of the issue, and a photo or video showing the problem. We aim to respond within 1-2 business days and resolve most issues within a week.

Refunds

Approved refunds are issued to your original payment method within 5-10 business days, depending on your bank or card provider.

Orders That Don't Arrive

If tracking shows no movement for an extended period, or your order appears lost in transit, contact us and we'll investigate with the carrier. If your order can't be located, we'll send a free replacement or a full refund — your choice.

Your Rights

Nothing in this policy limits any warranty or consumer protection right you have under applicable law, including your right to a working, as-described product. If an item is defective or not as described, contact us and we will make it right regardless of any other term in this policy.

Questions

We mean for this policy to be straightforward, not restrictive. If anything here is unclear, or your situation doesn't fit neatly into the categories above, email oexe66@gmail.com and we'll work with you directly.