Returns and Refunds

Last updated: Aug 25, 2025

Applied to: United States

(This version replaces all prior versions)

 

Pet Awesome (EPACIFIC LLC), a California Limited Liability Company, values both your satisfaction and your pet’s comfort. While we strive to ensure every product meets expectations, we recognize that returns or refunds may occasionally be necessary.

 

This Returns and Refunds Policy applies only to purchases made directly through our official online store at www.pet-awesome.com. It is designed to be clear, transparent, and compliant with applicable U.S. federal and California state consumer protection laws.

 

This policy is governed by the laws of the State of California, without regard to its conflict of law principles.


1. RETURN ELIGIBILITY


You may request a return within 30 calendar days from the date of delivery if your item meets the following conditions:

  • The item was purchased directly from www.pet-awesome.com.
  • The item is in new, unused condition.
  • It is returned in its original, unopened packaging with all accessories, tags, and instructions intact.
  • Acceptable reasons for return include:
    • Incorrect item received;
    • Damaged in transit;
    • Defective product;
    • Item not as described;
    • Change of mind (applies only to unopened and unused items).


Consumer protection rights: 

If your item is defective, damaged, or not as described, you may return it for a full refund or replacement as required under California law, even if the packaging has been opened. 


Non-returnable items: 

  • Perishable goods (e.g., food, treats);
  • Opened consumable products (e.g., supplements, grooming supplies); 
  • Personalized or customized items (unless defective or not as described). 


Restocking fees: 

We do not charge restocking fees for eligible returns. 


How to initiate a return: 

To begin the return process, please contact us at support@pet-awesome.com within 30 days of delivery. Include your order number, reason for return, and photographs (if applicable). Our team will provide step-by-step instructions to complete your return.


If your order is not delivered within the stated timeframe, you may cancel it for a full refund as required under California law.


2. NON-RETURNABLE ITEMS


Certain items are not eligible for return, subject to the conditions outlined in the Return Eligibility section regarding defective or misrepresented goods:

  • Used or opened hygiene-related products (including but not limited to pee pads, potty trays, grooming tools, or feeding items), for health and safety reasons. 
  • Sale or clearance items clearly marked as “Final Sale” at the time of purchase. 
  • Gift cards, promotional giveaways, or free items. 
  • Items damaged due to misuse, neglect, unauthorized alterations, or accidents, as determined by Pet Awesome.


3. HOW TO START A RETURN


To initiate a return, please follow these steps:


  1. Contact Us – Reach our Customer Support Team at support@pet-awesome.com, through our website’s Contact Form, or by any other reasonable communication method (e.g., postal mail, if listed in our Contact section) within 30 days of delivery. 
  2. Provide Details – Include your order number, reason for return, and any supporting documentation or photos (if applicable). 
  3. Receive Authorization – Our team will respond with a Return Authorization (RA) number and instructions within 5 business days. 
  4. Package Securely – Place the item in secure packaging and clearly write the RA number on the outside of the package. 
  5. Shipping Costs – 
    1. If the return is due to a defective, damaged, or misrepresented item, Pet Awesome will cover the cost of return shipping;
    2. For all other returns (e.g., change of mind), the customer is responsible for return shipping costs.


Important Notes: 

  • Returns sent without prior authorization may be refused or delayed, and the customer may be responsible for related costs. 
  • We recommend using a tracked shipping method, as Pet Awesome cannot be held responsible for lost or undelivered return packages. 
  • Refunds are generally issued to the original payment method within 7–10 business days after we receive and inspect the returned item, unless otherwise agreed (e.g., store credit).


4. RETURN SHIPPING


  • Customer Responsibility: Unless the item is defective, damaged, or incorrectly shipped, you are responsible for the cost of return shipping. This responsibility is disclosed prior to checkout on our website in compliance with California Civil Code §1723.
  • Original Delivery Costs: Original shipping or delivery fees are non-refundable for change-of-mind returns. However, if the return is due to a defective, damaged, or misrepresented item, both the return shipping and the original delivery costs will be refunded.
  • Defective/Incorrect Items: If your item was defective, damaged, or incorrect, Pet Awesome will provide you with a prepaid return shipping label within 5 business days of approving your return request. 
  • Shipping Method Requirement: All returns must be sent using a trackable shipping method. Pet Awesome cannot be held responsible for lost, untracked, or damaged return packages. 
  • Risk of Loss: The customer is responsible for ensuring the product is packaged securely to prevent damage during return transit.



5. INSPECTION & APPROVAL


  • Inspection Process – All returned items are inspected by our Quality Control Team upon receipt. The inspection includes verifying the item’s condition, packaging, and all included accessories or documentation. 
  • Defective, Damaged, or Misrepresented Items – If the item is defective, damaged in transit, or not as described, you are entitled to a full refund or replacement in accordance with California law, regardless of the item’s condition upon return. 
  • Refund Timeline – Refunds are typically issued within 5–10 business days after inspection is completed. Refunds will be made to the original payment method, unless you request store credit. Refunds will only be issued to the original payment method used at checkout or as store credit. We cannot issue refunds to alternate cards, accounts, or third parties.
  • Partial Refunds – If an item is returned missing components, with damaged packaging, or showing visible signs of use not related to defects, we may issue a partial refund. In such cases: You will receive written notice of the reason for the deduction. Photographs or other documentation will be provided upon request. 
  • Communication – You will receive an email confirmation once the inspection is complete and your refund has been processed.


6. REFUND PROCESS & TIMING


  • Refund Method – Approved refunds will be issued first to the original payment method used at checkout. If this is not possible (e.g., expired card or closed account), we will offer store credit or an alternative refund method agreed upon with you. 
  • Processing Timeline – Refunds are processed within 5–7 business days of approval (inspection completed and return accepted). Please note that depending on your bank or credit card provider, it may take an additional 3–5 business days for the refund to appear in your account.
  • Defective or Misrepresented Goods – If your return is due to a defective, damaged, or misrepresented product, we will issue a full refund including the original shipping cost.
  • Change-of-Mind Returns – For non-defective returns (e.g., unopened items returned within the eligibility window), refunds cover the item price only and exclude original shipping charges. 
  • Gift Returns – If you received an item as a gift, refunds may be issued in the form of store credit unless the original purchaser requests the refund directly. 
  • Communication – You will receive a confirmation email when your refund has been processed.


7. EXCHANGES


  • Defective or Incorrect Items – If your item arrives defective, damaged, or not as described, we will provide a replacement at no additional cost, subject to product availability. If the exact item is unavailable, you may choose a full refund or an alternative product of equal value. 
  • Size, Color, or Product Changes – For exchanges due to preference (different size, color, or style), please return the original item in accordance with our Return Eligibility section and place a new order separately. 
  • Availability – All replacements are subject to product availability at the time your request is processed. 
  • Conditions – All items returned for exchange or replacement must meet the conditions outlined in our Return Eligibility section.


8. RESTOCKING FEES


  • Standard Returns – We do not charge a restocking fee for eligible returns that are received in their original, unused condition with all packaging and accessories included. 
  • Exceptions – A restocking fee of up to 20% of the purchase price may apply if: The item is missing original packaging, manuals, or accessories. The item shows visible signs of use, wear, or damage not caused during shipping. 
  • Defective or Misrepresented Items – No restocking fees will be applied to items that are defective, damaged in transit, or not as described. 
  • Fee Calculation – The restocking fee is based on the product price (excluding taxes and shipping). Example: For a $100 item missing its original box, a 20% restocking fee = $20 deduction. Refund = $80. 
  • Disclosure – Information about potential restocking fees is provided before checkout, in compliance with California Civil Code §1723.


9. CONTACT US


If you have any questions about this Returns and Refunds Policy, please contact us:


EPACIFIC LLC

Email: support@pet-awesome.com

Address: 

EPACIFIC LLC

289 E. Arrow hwy. Unit 19

GLENDORA, CA 91740

United States

and 

Verve Logistics

193 Mountain Way Dr 

Orem, UT 84058

United States

Website: www.pet-awesome.com