Refund policy

Return and Refund Policy

Thank you for shopping with PETFORTA. We stand behind the quality of our anatomically designed dog harnesses and want you to be satisfied with your purchase. Please review our return and refund policy below.

1. Order Cancellation or Modification

If your order has not yet shipped, you may cancel or request a modification.
To do so, please email us at help@petforta.com with:

  • Your full name
  • Order number
  • Details of the items you wish to cancel or modify

Once the order has shipped, we are unable to cancel or make changes.

2. Returns for Refund

You are eligible to return your item for a refund within 14 days of purchase, provided the following conditions are met:

  • The item must be in original, unused condition, free of hair, dirt, fur, debris, or damage.
  • All components of the original packaging must be included for a full refund (including the laundry bag, zip bag, paper inserts, and any free gifts that may have been included in your order).

To initiate a return, please email help@petforta.com to request instructions. Returns sent without prior authorization may not be accepted.

Important:
If the item is returned in a condition deemed unsaleable, a 50% restocking fee will be deducted from your refund.

We do not issue refunds for items lost or delayed in transit once the package has been handed to the shipping carrier.
Customers are advised to contact the carrier directly to initiate an investigation or claim. A refund will only be issued if and when the package is officially returned to us by the shipping carrier.

3. Shipping Costs

  • Shipping charges are non-refundable.
  • We do not provide pre-paid return labels; return shipping costs are the responsibility of the customer.
  • If you received free shipping for an order over $50, the original shipping cost will be deducted from your refund - whether you return the full order or part of it (including if a partial return brings your order total below $50).

4. Exchanges

To initiate an exchange, please email us at help@petforta.com with your order number and the details of the item you'd like to exchange. Once your exchange request is approved, you will need to ship the original item back to us. After we receive and inspect the returned item, we will send out the replacement.

Please note:

  • All shipping costs—including the return shipping to us and the shipping of the replacement item to you—are the responsibility of the customer.
  • We do not provide prepaid shipping labels for exchanges.

5. Damaged or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us at help@petforta.com within 3 days of delivery. Include your order number and photos of the issue. We will do our best to resolve it promptly.

6. Final Sale Items

Items marked Final Sale are not eligible for return, refund, or exchange unless defective or incorrect.

7. Refund Processing

Once your return is received and inspected, your refund will be issued to the original payment method within 5–10 business days. We’ll notify you by email once the refund has been processed.

8. Contact Us

For any questions regarding returns or refunds, please contact us at:
help@petforta.com