Our Return Promise

Simple • Fair • Hassle-Free

If something isn’t quite right, we’re happy to help. We believe every order should bring joy, and we’ll always do our best to make things right.

How Returns Work

  • 📩 Step 1

    Request a Return

    Contact us within 30 days of receiving your order.

  • 📦 Step 2

    Send It Back

    Return your item unused and in its original packaging.

  • 🔍 Step 3

    Inspection

    We’ll inspect your returned item as quickly as possible.

  • 💳 Step 4

    Receive Your Refund

    Refunds are processed within 5–10 business days after approval.

Important Return Information

Personalized & Custom Orders

Because personalized and custom-made items are created especially for you, they are handled differently from our standard products.

Once production has begun, personalized items are generally not eligible for returns, exchanges, or cancellations due to a change of mind.

If you need to change your photo, engraving, or personalization details, please contact us as soon as possible after placing your order. Changes may not be possible once production has started.

If your personalized item arrives damaged, defective, incorrect, or does not match the personalization details you provided, please contact us at hello@petsoulmatch.com with your order number and clear photos of the issue.

We’ll review every case with care and do our best to find a fair solution.

Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at hello@petsoulmatch.com.

Please include your order number, a brief description of the issue, and clear photos of the item and packaging.

Once the issue has been reviewed and confirmed, we’ll work with you on an appropriate solution, which may include a replacement, remake, or refund, depending on the situation.

Shipping Damage, Lost or Missing Packages

If your order is damaged during transit, please contact us as soon as possible after delivery and provide your order number, photos of the damaged item, and photos of the outer packaging.

For confirmed shipping damage, we will work with the carrier and help arrange an appropriate solution, such as a replacement, remake, or refund.

If your tracking shows unusual delays, or your package appears to be lost, please contact us at hello@petsoulmatch.com and we’ll help investigate the shipment.

Please keep the original packaging until the issue has been resolved, as the carrier may require photos or additional information.

Return Shipping Costs

For eligible returns due to a change of mind, return shipping costs are the customer’s responsibility unless otherwise agreed.

If the item is damaged, defective, incorrect, or confirmed to have been damaged during transit, we will work with you on the appropriate return or replacement arrangement.

Please contact us before sending anything back. Returns sent without prior approval may not be accepted.

💳 Refund Process

Inspection
Returned items are normally reviewed within 1–2 business days after arrival.

Refund Issued
Once approved, your refund will be sent back to your original payment method.

Processing Time
Please allow approximately 5–10 business days for the refund to appear, depending on your bank or payment provider.

We’ll keep you updated along the way.

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