Return & Refund Policy

Last Updated: August 24, 2026

Your pet’s satisfaction matters to us. However, since our products are food items, the following terms apply to returns and refunds.

1. When Returns Are Accepted

You may request a return or refund under the following circumstances:

• The wrong product was delivered
• The product arrived with torn/damaged packaging
• The product was delivered expired
• The product has a manufacturing defect

2. When Returns Are Not Accepted

• Any food item whose packet has been opened/used (for safety and hygiene reasons)
• Your pet simply not liking the product (taste/smell preference is not a valid reason for return, as this can vary from pet to pet)
• Products damaged due to an incorrect address or customer negligence
• Complaints reported more than 48 hours after delivery

3. Return Timeline & Process

• You must report any issue within 24 hours of delivery.
• We recommend keeping an unboxing video/photos as soon as you receive the product — this will help as proof if there is an issue.
• To file a complaint, contact us via:
  • WhatsApp: +880 1627280085
  • Email: support@purepetfoodbd.com
  • Please include your order number and photos/video of the issue in your complaint

4. Refund Process

• A decision will be communicated within 2-5 business days after the complaint is verified.
• Approved refunds may be issued through any of the following methods:
  • Refund to the original payment method (bKash/Nagad/card)
  • Replacement with a product of equal value
  • Store credit/coupon for a future order
• For Cash on Delivery orders, refunds will be issued via bKash/Nagad.
• Once a refund is approved, it is typically completed within 3-7 business days.

5. Exchange

If the wrong flavor/size was sent, we will exchange it for the correct product free of charge. In such cases, we will cover the pickup and re-delivery charges.

6. Contact Us

Pure PetFood BD 754/1, AR Center, 2nd Floor, West Shewrapara, Mirpur, Dhaka-1216 📞 +880 1627280085 ✉️ support@purepetfoodbd.com