Refund & Return Policy

REFUND & RETURN POLICY

Effective Date: July 2026

This Refund & Return Policy explains how ThePetMarkets.com ("Website", "we", "our", or "us") handles returns, refunds, exchanges, and related requests for products purchased through our Website.

By placing an order, you agree to this Refund & Return Policy.

1. Company Information

ThePetMarkets.com is operated by:

SPARTAN GROUP LIMITED
Registration Number: 80715506

Registered Address:
FLAT 2304, 23/F HO KING COMM CENTRE
2–16 FA YUEN STREET
MONG KOK
HONG KONG

2. Return Eligibility

We accept returns only under the following conditions:

  • The item is unused and in original condition
  • The item is returned in original packaging
  • The return request is made within 14 days of delivery
  • Proof of purchase (order confirmation or receipt) is provided

3. Non-Returnable Items

For hygiene, safety, and quality reasons, certain items cannot be returned, including:

  • Used pet beds or bedding
  • Opened grooming products
  • Food or edible pet products
  • Chewed, damaged, or altered items after delivery
  • Clearance or final sale items (if marked as non-returnable)

We reserve the right to refuse returns that do not meet these conditions.

4. Return Process

To request a return, you must contact us at:

support@thepetmarkets.com

Please include:

  • Order number
  • Item(s) you wish to return
  • Reason for return
  • Photos (if the item is damaged or defective)

Once approved, we will provide return instructions.

5. Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be issued to your original payment method
  • Processing time may take 5–10 business days depending on your payment provider

Shipping costs are generally non-refundable unless the return is due to our error (e.g., wrong or defective item).

6. Damaged or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

We may offer:

  • A replacement item
  • A partial refund
  • A full refund (including shipping, if applicable)

Photos of the issue may be required for verification.

7. Exchanges

We only replace items if they are defective, damaged, or incorrectly shipped.

If you need an exchange, contact us at support@thepetmarkets.com.

8. Order Cancellations

Orders may only be cancelled before they are shipped. Once an order has been processed or dispatched, it cannot be cancelled and must follow the return process after delivery.

9. Late or Missing Refunds

If you have not received your refund:

  • Check your bank account again
  • Contact your credit card company (processing may take time)
  • Contact your bank for further processing delays

If you still have not received your refund after these steps, contact us.

10. Shipping Returns

Customers are responsible for return shipping costs unless the item was incorrect, damaged, or defective.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

11. Risk of Loss

All items remain the responsibility of the customer until they are received by us. We are not responsible for returns lost in transit.

12. Changes to This Policy

We reserve the right to update or modify this Refund & Return Policy at any time. Changes will take effect immediately upon posting on the Website.

13. Contact Information

For any refund or return inquiries, please contact:

SPARTAN GROUP LIMITED
Registration Number: 80715506
FLAT 2304, 23/F HO KING COMM CENTRE
2–16 FA YUEN STREET
MONG KOK
HONG KONG

Email: thepetmarkets@outlook.com
Website: https://thepetmarkets.com