Refund policy

Refund & Return Policy
Last updated: July 22, 2026

We want you and your pets to be 100% happy with your purchase! If you are not completely satisfied, we're here to help.

1. Returns & Eligibility
*You have 14 days from the date of receiving your item to request a return.
* To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging with all tags attached.
* Certain items are non-returnable for hygienic and safety reasons (e.g., opened pet food, treats, supplements, used grooming tools, or personalized items) unless they arrive damaged or defective.

2. Damaged or Defective Items
Please inspect your order upon reception and contact us immediately (within 48 hours) if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

3. Return Shipping Fees
* If the return is due to an error on our part (damaged, defective, or incorrect item), THE PET FACTORY will cover all return shipping costs.
*If the return/exchange is due to customer preference, the customer will be responsible for paying the courier shipping fee.

4. Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
* Online Payments: Approved refunds will be credited back to your original payment method within 7–14 business days (depending on your bank issuer).
* Cash on Delivery: Refunds for COD orders can be processed via Bank Transfer or Mobile Wallet (e.g., Vodafone Cash / InstaPay).

5. How to initiate a return
To start a return, you can contact us at +20 15 15746019. Returns should be sent to our location:
THE PET FACTORY, 6th of October City, Giza, Egypt.