Please review these policies carefully as they govern your purchases at petheylife.com. They outline your rights and obligations, including important limitations and exclusions. By placing an order at petheylife.com, you agree to these terms of sale.
Damages and Issues
At PetHey, we are committed to delivering high-quality products. Please inspect your order upon arrival. If you receive a defective, damaged, missing, or incorrect item, contact us within 7 days at service@petheylife.com with your order information and proof of the issue. We will promptly assess the issue and arrange for a return, replacement, or the reshipment of missing parts.
30-Day Satisfaction Guarantee
We want you and your furry friend to be completely satisfied with your purchase. We offer a hassle-free 30-day return policy. If you're not satisfied with your item for any reason, you have 30 days from the date of receipt to request a return or replacement by contacting us at service@petheylife.com.
1-Year Warranty
All PetHey products come with a comprehensive 1-year warranty. If you encounter any issues with your product within the first year, such as defects or damage, we've got you covered. Please contact us at service@petheylife.com with proof of the issue, along with your order information, and we will guide you through the process of replacement, or repair.
Note: This warranty only applies for the issues arising from PetHey's fault beyond the initial 30 days and up to one year. However, we do not cover damage caused by customer misuse or negligence.
Return and Refund Process
- Provide your order information and proof of issues, then contact our customer service team at service@petheylife.com.
- After your return request is approved, we will inform you of the return address.
- Ship the item back to our warehouse and provide the tracking number (please note we cannot provide return shipping labels or cover return shipping costs at the moment).
- We will track the package and, upon receipt, finalize your refund within 3-5 days. You will receive the refunded amount within 2-3 days thereafter.
Return Conditions
- For a full refund, the item must be in its original condition, unused, and include all parts and original packaging.
- Minor signs of use or missing accessories: 75% refund of the original purchase price.
- Significant signs of use or missing packaging: 50% refund of the original purchase price.
- No refund will be issued for items in exceptionally poor condition or missing critical components, like the dog collar.
Replacement Process
- Provide your order information and proof of issues, then contact our customer service team at service@petheylife.com.
- After your replacement request is approved, we will inform you of the return address.
- Ship the item back to our warehouse and provide the tracking number (please note we cannot provide return shipping labels or cover return shipping costs at the moment).
- We will track the package and, upon receipt, process the price difference and send you the new product.
Replacement Conditions
- Within 30 Days: We offer unconditional replacement within 30 days of purchase. The item must be in its original condition, unused, and include all parts and original packaging.
- Beyond 30 Days and Within 1-Year Warranty: If the issue is due to PetHey's fault, we provide replacement services. However, for damage caused by customer misuse or negligence, we do not offer replacement services.
Repair Process
- Provide your order information and proof of issues, then contact our customer service team at service@petheylife.com.
- After your repair request is approved, follow our instructions to send the item to the specified location and provide the tracking number (please note we cannot provide return shipping labels or cover return shipping costs at the moment).
- We will track the package and, upon receipt, process the necessary repairs.
- It generally takes two weeks to repair your device.
Contact Us
Contact our customer support team at service@petheylife.com or use our contact form on the Contact-Us page, and we'll promptly assist you with returns, replacements, or repairs to ensure you and your furry friend can continue to enjoy our products with confidence.
Currently, we do not support phone services. We recommend using the contact form to ensure your message doesn't end up in the spam folder.
Notes
- When contacting us, please provide your order information (e.g., order number, name, or email used for the order) and necessary photos or videos as evidence to expedite the process.
- For products not purchased directly from us (e.g., through Amazon or our distributors), please seek returns & refunds, or replacements from the original place of purchase.