Return & Exchange Policy – Cleopatra Pet Shop

At Cleopatra Pet Shop, we want you and your pet to be completely satisfied with every purchase. If you’re not happy with a product, we’re here to help. Please read our return and exchange policy below.

1. Eligibility for Returns & Exchanges

You may request a return or exchange within 3–7 days of receiving your order if:

  • The product is damaged, defective, or expired.

  • The product was delivered incorrectly (wrong item, size, or quantity).

  • The item is unused, unopened, and in its original packaging with all labels intact.

2. Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable and non-refundable, unless they are defective or delivered in error:

  • Pet food and treats (opened packages)

  • Supplements or vitamins

  • Grooming and hygiene products (e.g., shampoo, litter, sprays)

  • Sale or clearance items

  • Customized or personalized items

3. Return & Exchange Process

To initiate a return or exchange:

  1. Contact our customer service within the return period:

  2. Provide:

    • Order ID or receipt

    • Photo or video of the product (if damaged or defective)

    • Reason for return

  3. After approval, send the item back to our shop or request a pickup (available in Ho Chi Minh City only).

4. Return Shipping Costs

  • If the return is due to a shop error (wrong/damaged item), Cleopatra Pet Shop will cover all shipping costs.

  • If the return is due to a customer change of mind, the customer is responsible for return shipping costs.

5. Refund Policy

  • Refunds will be processed via the original payment method within 5–7 business days after the returned item is received and inspected.

  • In some cases, store credit may be offered as an alternative.

6. In-Store Exchanges

You may also exchange products directly at our store:

Address: No. xx, xxx Street, yy District, Ho Chi Minh City
Please bring the original receipt and product packaging.

7. Policy Changes

Cleopatra Pet Shop reserves the right to amend this policy at any time. Updates will be posted on our official website or social media platforms.

Thank you for choosing Cleopatra Pet Shop!
We’re always here to support you and your furry friends 🐾