Refund policy

PetWise PH goal is to make the return process fair, simple, and transparent while ensuring the safety and quality of pet products. This policy explains how returns, exchanges, and refunds work, in line with the Consumer Act of the Philippines (RA 7394), the Internet Transactions Act (RA 11967) and its Implementing Rules, and DTI Department Administrative Orders on online and retail sales.

Our policy is intended to protect both our customers and the quality, safety, and integrity of the products we provide.

1. General Policy

Due to hygiene, safety, and product-integrity considerations, we generally do not accept change-of-mind returns for pet food, treats, cat litter, and other consumable or perishable products once they have been opened or used.

However, this does not affect your rights under applicable Philippine law. If you receive a product that is defective, damaged, spoiled, expired, incorrect, incomplete, or materially different from what you ordered, you may be entitled to a replacement, exchange, or refund, subject to applicable law and the procedures below.

2. Items Eligible for Return, Replacement, Exchange, or Refund

You may contact us if:

  • The item arrived damaged, defective, or spoiled.
  • The item was expired upon delivery.
  • The item was near expiry and this was not disclosed or communicated before purchase.
  • You received the wrong product, size, flavor, color, or variant.
  • The item has missing parts, accessories, or components that should have been included.
  • There is a significant discrepancy between the product ordered and the product delivered.
  • The product has another defect or issue that may give rise to a remedy under applicable consumer protection law.

Depending on the circumstances, we may provide a replacement, exchange, repair, or refund, as applicable.

3. What Cannot Be Returned

  • The following are generally not eligible for return or exchange:

    • Items that have been opened, used, or fed to a pet, unless the item is defective, spoiled, expired, incorrect, or otherwise covered by applicable consumer protection rights.
    • Items returned without proof of purchase, such as an official receipt, order confirmation, or payment reference, where proof is reasonably required to verify the transaction.
    • Items damaged after delivery due to customer mishandling, improper storage, misuse, or failure to follow product instructions.
    • Items specifically identified as final sale, except where applicable law provides otherwise.
    • Change-of-mind requests submitted outside the applicable period stated in this policy.

    Nothing in this section limits any consumer right that cannot legally be waived or excluded.

4. Change of Mind Policy

Philippine law (RA 7394, Consumer Act) does not require sellers to accept "change of mind" returns. Unlike defective or wrong-item returns, this is offered purely as a store courtesy, at our discretion, and only to the extent stated below. Philippine law's only requirement here is disclosure — that our policy be stated clearly to customers before purchase — which this section fulfills.

  • Change-of-mind exchanges are a voluntary store courtesy and are separate from remedies available to customers for defective, damaged, expired, incorrect, or otherwise non-conforming products.

    For eligible items, we will accept a change-of-mind exchange provided that:

    • The item is unopened and unused.
    • The item remains in its original condition and resellable packaging.
    • The customer provides proof of purchase.
    • The request is made within 2 calendar days of delivery.
    • The exchange is for another item of equal value.

    Items Not Eligible for Change-of-Mind Exchange

    For safety, hygiene, and product-integrity reasons, change-of-mind exchanges do not apply to:

    • Opened or used pet food
    • Opened or used treats
    • Opened or used cat litter
    • Other consumable or perishable pet products that cannot reasonably be resold
    • Items specifically marked Final Sale

    Delivery and Exchange Costs

    For approved change-of-mind exchanges:

    • The customer is responsible for the return or pickup delivery fee.
    • Items may be dropped off at our store at 69 Kalayaan Avenue, Pitogo, Taguig City, or collected by a rider at the customer's expense.
    • Change-of-mind exchanges do not include a refund of the original delivery fee.
    • Change-of-mind requests are generally handled as item-for-item exchanges, rather than cash or payment refunds.

    If the requested replacement item is unavailable, we will inform you and offer a suitable alternative where possible. If no suitable alternative is available, we may provide store credit for the value of the eligible item, subject to applicable law.

    This change-of-mind policy does not limit or replace any legal right you may have to a replacement, exchange, refund, or other remedy for a defective, damaged, expired, incorrect, or otherwise non-conforming product.

5. Return and Reporting Period

For damaged, defective, expired, incorrect, or incomplete orders, please report the issue as soon as reasonably possible, preferably within 24–48 hours of receiving your order.

For same-day deliveries, we strongly encourage customers to inspect their order upon receipt so that any visible damage, incorrect items, or missing products can be reported promptly.

Change-of-mind exchange requests must be submitted within 2 calendar days of delivery and must meet all requirements under Section 4.

To help us process your request quickly, please:

  • Keep the original product and packaging.
  • Take clear photos or videos of the product and packaging upon receipt, especially if the item appears damaged or incorrect.
  • Do not dispose of or alter the product before we have had an opportunity to review the concern, unless necessary for safety reasons.

The reporting periods above are intended to facilitate efficient processing and do not remove or waive any consumer rights provided by applicable law.

6. How to Request a Return, Replacement, or Refund

You may contact us through any of the following:

  • Facebook: Pet Wise PH
  • Viber: +63 917-309-5422
  • Call: +63 917-140-7789

Please provide:

  1. Your order number, receipt, or other proof of purchase;
  2. A brief description of the issue or the reason for your exchange request;
  3. Clear photos or videos of the product and packaging, when applicable; and
  4. Any other information reasonably needed to verify the transaction.

Our team will review your request and normally respond within 1–2 business days.

If your request is approved, we will coordinate the appropriate remedy, which may include a replacement, exchange, refund, or other applicable remedy, depending on the circumstances.

For issues caused by our error, such as a wrong, damaged, or incomplete delivery, we will coordinate the return and replacement process at no additional delivery cost to the customer, subject to the applicable service area.

7. Refund Method and Processing Time

Where a refund is approved:

  • Refunds will generally be issued through the original payment method, such as GCash or BPI, whenever reasonably possible.
  • Approved refunds are normally processed within 1–2 business days after approval.
  • For cash-on-delivery or cash transactions, a cash refund or another appropriate refund method may be arranged depending on the circumstances.

Please note that the time for the refunded amount to appear in a customer's account may depend on the processing time of the relevant bank, payment provider, or financial institution.

8. Delivery Errors

If our in-house riders or our delivery partner delivers the wrong item, a damaged item, or an incomplete order due to an error on OUR part, we will coordinate the necessary pickup and redelivery.

For ELIGIBLE delivery errors, the customer will not be charged an additional delivery fee for the corrective delivery.

9. Your Rights Under Philippine Law

This policy is issued in accordance with, and does not limit, your rights under:

  • RA 7394 (Consumer Act of the Philippines) — protection against deceptive, unfair, and unconscionable sales acts, and the right to redress for defective goods
  • RA 11967 (Internet Transactions Act of 2023) and its Implementing Rules and Regulations — requiring online sellers to provide clear return, refund, and exchange terms, honor warranties, and resolve consumer complaints
  • DTI Administrative Orders on consumer protection and product standards for retail and online sellers.

10. Our Commitment to You

At PetWise PH, we believe that good customer service means treating every concern fairly and responsibly. We understand that your pets are part of your family, and we want you to feel confident every time you shop with us.

If there is a problem with your order or a product you received, please reach out to us as soon as possible. Our team will listen to your concern, review the situation fairly, and work with you to find an appropriate solution in accordance with this policy and applicable Philippine consumer protection laws.

We appreciate your trust and support, and we are committed to providing you with quality products, honest service, and a shopping experience you can feel good about.

PetWise PH — Your pets deserve the best, and so do you.