Return & Refund Policy

Last updated: August 31, 2026

At Petora, we want you and your pet to enjoy every journey with confidence. If there is an issue with your order, please contact us. If your return meets the eligibility requirements, we will provide return instructions and process the applicable refund after the returned item has been received and inspected.

Return Eligibility

To be eligible for a return, your item must:

• Be unused and in the same condition that you received it.
• Be in its original packaging.
• Be returned within 30 days of receiving your order.

To request a return, please contact us at support@petorastore.co within 30 days of receiving your order.

Please include:

• Your order number
• The reason for the return
• Clear photos of the item, where applicable

All returns must be approved by Petora before the item is sent back. Returns sent without prior approval may be refused or returned to the customer.

Return Instructions

If your return request is approved, we will provide you with instructions for the return process and confirm the appropriate return location.

Please do not send any item back without contacting us first and receiving return instructions from Petora.

Return Method

All approved returns must be sent by mail using the return instructions provided by Petora.

After your return request is approved, Petora will provide:

• The return address
• Return shipping instructions
• Any information required to complete the return

Please do not send a return to Petora's business address unless specifically instructed to do so.

Return Shipping Costs

Petora provides free return shipping for eligible returns within the 30-day return window.

If your return request is approved, Petora will provide the necessary return shipping instructions and details.

Customers should not arrange or pay for return shipping before receiving instructions from Petora.

For damaged, defective, incorrect, or incorrectly fulfilled items, please contact us before returning the item so we can provide the appropriate instructions.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, defective, or different from what you ordered, please contact support@petorastore.co within 7 days of delivery so that we can promptly investigate and resolve the issue.

Please provide:

• Your order number
• A description of the issue
• Clear photos or videos showing the problem

We will review the issue and, where applicable, provide a replacement or refund in accordance with this policy.

Please do not dispose of or return the item unless instructed to do so by Petora.

Non-Returnable Items

The following items may not be eligible for return:

• Items that have been used, damaged, or altered after delivery
• Items returned without prior authorization
• Gift cards
• Personalized or custom-made products, where applicable
• Items marked as final sale, where permitted by applicable law

Nothing in this policy is intended to limit any rights you may have under applicable consumer protection laws.

Exchanges

We do not currently offer direct exchanges.

If you would like a different item, size, color, or variant, please contact us at support@petorastore.co.

Depending on the circumstances, we may provide return instructions or recommend placing a new order.

Refunds

Once a returned item is received and inspected, we will notify you whether the refund has been approved.

If your refund is approved:

• The refund will be issued to the original payment method.
• Please allow up to 10 business days for the refund to be processed after approval.
• Your bank or payment provider may require additional time for the refund to appear in your account.

Order Cancellations

Orders may be cancelled only if they have not yet been processed or shipped.

To request a cancellation, contact us as soon as possible at support@petorastore.co and include your order number.

We cannot guarantee cancellation once order processing has started.

If your order has already been processed or shipped, our standard return policy will apply.

Processing of Returns

Once we receive a returned item, it will be inspected to determine whether it meets the applicable return conditions.

If the return is approved, we will process the applicable refund to the original payment method.

If a return does not meet the eligibility requirements, we will contact you regarding the available options.

Contact Us

If you have questions about returns, refunds, cancellations, damaged items, or your order, please contact Petora Support.

Email: support@petorastore.co
Phone: +91 8105867339
Business Name: Petora
Business Address: Vasumathi Fortune Residency, Devinagar Main Road, Phase II, Devinagar 306, Bengaluru, Karnataka 560094, India
Support Hours: Monday – Saturday, 9:00 AM – 6:00 PM (IST)
Response Time: Within 24 business hours

Petora — Premium essentials for happier dogs. 🐾