Returns & Refund Policy

Last Updated: August 22, 2026

At PetLoopBag, we want you and your pet to be happy with your purchase. If the size, style, or product is not right, or you simply change your mind, we offer a 30-day return policy, subject to the conditions described below.

For customers located in the European Union and European Economic Area, the rights described in this policy are in addition to, and do not limit, any mandatory consumer rights that apply under applicable law.

1. 30-Day Returns

You have 30 calendar days from the date you receive your order to request a return.

To be eligible for a voluntary return under our 30-day return policy, the item must:

• Be completely unused;

• Not have been used by or on a pet;

• Not have been washed or cleaned;

• Be free from stains, dirt, odors, perfumes, smoke, pet hair, animal hair, or other signs of use;

• Not have been altered, damaged, or modified;

• Be returned in the same condition in which it was received;

• Include its original packaging, where applicable; and

• Be adequately protected for return shipping.

Because our products are bags and accessories intended for use with pets, we maintain appropriate hygiene and product-quality standards.

Items that have been used, washed, soiled, stained, exposed to odors, pet hair, or otherwise used cannot be accepted as standard returns.

Simply checking the product or briefly handling it to determine its size, design, features, or suitability does not, by itself, constitute use for purposes of this policy, provided that the product remains clean, unused, odor-free, undamaged, and otherwise in the same condition in which it was received.

2. Original Packaging

For hygiene and product-protection purposes, returned items should be sent back with their original packaging.

The product and packaging should be returned in substantially the same condition in which they were delivered.

If the original packaging is missing, damaged, or cannot reasonably be reused, we may assess whether the return remains eligible under applicable law.

For customers in the European Union/EEA, this requirement does not limit any mandatory statutory consumer rights.

3. We Recommend Checking the Product Information Before Ordering

We recommend carefully checking the product description, dimensions, measurements, capacity, and other product information before placing your order.

If you are unsure whether a particular PetLoopBag product is suitable for your pet, we recommend checking the measurements and product specifications carefully before purchasing.

If the product arrives and it is not the right size or does not meet your expectations, you may request a return within the applicable return period, provided the product meets the applicable return conditions.

You may briefly inspect and handle the bag to check its size, design, and suitability, but it must remain clean, unused, odor-free, undamaged, and otherwise in the same condition in which it was received.

4. European Union / EEA – 14-Day Right of Withdrawal

If you are a consumer located in the European Union or European Economic Area, you generally have a legal right to withdraw from an online purchase within 14 days of receiving the goods, without having to provide a reason.

This statutory right applies independently of our additional 30-day return policy.

To exercise your right of withdrawal, you must clearly notify us within the applicable 14-day period by contacting:

petloopbag@outlook.com

After notifying us of your withdrawal, you must return the goods without undue delay and in accordance with the applicable legal requirements.

You may inspect the product as you would reasonably be allowed to inspect it in a physical store. However, if the product is handled beyond what is necessary to establish its nature, characteristics, and functioning, you may be responsible for any diminished value caused by that handling, to the extent permitted by applicable law.

Nothing in this policy is intended to exclude or restrict mandatory consumer rights under applicable EU or EEA law.

5. Hygiene and Condition Requirements

For health, hygiene, and product-quality reasons, we cannot accept ordinary discretionary returns of PetLoopBag products that have been:

• Used by or on a pet;

• Washed or cleaned;

• Stained;

• Soiled;

• Exposed to strong or unusual odors;

• Exposed to perfume, smoke, or other substances;

• Contaminated with pet hair, animal hair, or other debris;

• Damaged;

• Altered or modified; or

• Otherwise returned in a condition materially different from the condition in which they were delivered.

These conditions apply to our voluntary 30-day return policy and are subject to any mandatory statutory rights that cannot legally be excluded.

6. Defective, Damaged, or Incorrect Items

Please contact us as soon as possible if:

• You receive a defective product;

• Your product arrives damaged;

• You receive the wrong product;

• You receive the wrong product due to an error on our part; or

• Your order is incomplete.

Please contact us at:

petloopbag@outlook.com

We may ask you to provide photographs or other information so that we can assess the issue and determine the appropriate solution.

For customers in the EU/EEA, statutory legal guarantee rights apply to goods that are defective or do not conform to the contract. EU consumer rules provide a minimum two-year legal guarantee for goods, subject to applicable national law.

Where a product is covered by applicable legal guarantee rights, the appropriate remedy may include repair, replacement, price reduction, or refund, depending on the circumstances and applicable law.

7. Return Shipping Costs

For voluntary returns under our 30-day return policy, the customer is generally responsible for the cost of returning the item unless we have agreed otherwise.

For EU/EEA customers exercising the statutory 14-day right of withdrawal, the customer may generally be responsible for the direct cost of returning the goods, provided that we have informed the customer of this obligation before the purchase.

If the item is defective, damaged upon arrival, incorrect, or otherwise covered by a statutory remedy requiring us to bear the return costs, we will handle the applicable costs in accordance with the law.

8. Refunds

Once we receive and inspect your returned item, we will notify you whether the return has been approved.

If approved, the refund will be issued to the original payment method.

For voluntary returns under our 30-day policy, refunds will be processed after the returned item has been received and inspected.

For EU/EEA customers exercising the statutory right of withdrawal, refunds will be provided in accordance with applicable law.

Unless otherwise required by applicable law, we may withhold reimbursement until we have received the returned goods or you have supplied evidence that the goods have been sent back.

9. Refund Amount

For eligible voluntary returns, the refund will generally cover the purchase price of the returned product.

Original shipping costs are not necessarily refundable for voluntary returns where permitted by applicable law.

For EU/EEA statutory withdrawals, mandatory refund rules apply, including applicable rules concerning standard delivery charges.

10. Items That Do Not Meet the Return Conditions

If a returned item does not meet the applicable return requirements, including where it has been used, washed, stained, damaged, altered, contaminated with pet hair, or otherwise used beyond what is permitted by applicable law, we may refuse the voluntary return or reduce the refund to the extent permitted by law.

For EU/EEA customers, this provision does not remove or restrict statutory rights.

11. How to Request a Return

To request a return, please email:

petloopbag@outlook.com

Please include:

• Your full name;

• Order number;

• Product you wish to return;

• Reason for the return, if applicable; and

• Any relevant photographs, particularly if the item is defective, damaged, or incorrect.

We will provide you with the applicable return instructions.

Do not send a return to an address without first contacting us and receiving return instructions.

12. Exchanges

If you need a different product, size, color, or model, please contact us at:

petloopbag@outlook.com

Where available, we may assist with an exchange. Depending on stock availability and applicable circumstances, we may instead process a return and refund so that a new order can be placed.

13. Important Notice Regarding Legal Rights

Nothing in this Returns & Refund Policy is intended to exclude, restrict, or waive any consumer rights that cannot legally be excluded or restricted.

Customers in the European Union and European Economic Area retain all mandatory rights provided by applicable consumer protection laws, including the statutory right of withdrawal and legal guarantee rights.

14. Contact Us

For any questions regarding returns, refunds, exchanges, or defective products, please contact:

PetLoopBag
Email: petloopbag@outlook.com

We are happy to assist you with your return request.