Refund policy

Return & Refund Policy

Last updated: August 5, 2026

Thank you for shopping at PetGlimmer. We want you to feel confident when purchasing products from our store. This Return and Refund Policy explains the conditions and procedures for returns, exchanges, refunds, damaged products, and order-related concerns.

By placing an order through petglimmer.shop, you agree to the terms described below.

1. Our 30-Day Return Policy

PetGlimmer offers free returns within 30 days of delivery.

You have 30 calendar days from the date your order is marked as delivered to request a return. Return requests submitted after this period may not be accepted unless required by applicable consumer protection laws.

To begin a return, contact us at:

Email: support@petglimmer.shop
Phone: (877) 764-3772

Please include your order number, the reason for the return, and photographs when relevant.

2. Return Eligibility

To qualify for a return, the product should generally be:

  • Returned within 30 days of delivery
  • In its original or reasonably preserved condition
  • Accompanied by its original packaging, accessories, and components when available
  • Free from intentional damage, misuse, or unauthorized modification
  • Accompanied by proof of purchase or a valid PetGlimmer order number

We understand that customers may need to inspect a product before deciding whether it is suitable. Reasonable inspection will not automatically make a product ineligible for return.

For hygiene-sensitive pet products, we may ask for additional information to confirm the product’s condition. This does not affect your rights regarding defective, damaged, incorrect, or misrepresented products.

3. Free Return Shipping

Approved returns are eligible for free return shipping.

After your request has been reviewed, our customer support team will provide the appropriate return instructions. Depending on your location and the product involved, we may provide:

  • A prepaid return label
  • A return shipping reimbursement
  • An alternative return or refund resolution

Do not return a product to our business address unless our customer support team specifically instructs you to do so.

PetGlimmer is not responsible for products sent to an unauthorized address or returned without prior approval.

4. Damaged, Defective, or Incorrect Products

Please inspect your order shortly after delivery.

Contact us promptly if:

  • The product arrived damaged
  • The product appears defective
  • You received the wrong product
  • Parts or accessories are missing
  • The quantity received does not match your order

Please provide your order number and clear photographs or videos showing the issue. Once reviewed, we may offer a replacement, refund, store credit, or another appropriate resolution.

Customers will not be charged return shipping costs for confirmed damaged, defective, or incorrect products.

5. Refunds

After an approved return is received and inspected, we will notify you of the refund decision.

Approved refunds will be issued to the original payment method used at checkout. Depending on your bank, card provider, or payment service, it may take approximately 3–10 business days for the refunded amount to appear in your account.

PetGlimmer does not control processing times imposed by banks, credit card companies, or external payment providers.

Approved refunds generally include the product purchase price. Since standard worldwide shipping is free, there is normally no original standard shipping fee to refund.

6. Refunds Without a Physical Return

In certain situations, PetGlimmer may issue a refund without requiring the product to be physically returned. This may apply when:

  • The product is confirmed to be damaged or defective
  • Returning the product is impractical
  • The cost of return shipping exceeds the product’s value
  • Another resolution is more appropriate

This decision is made at PetGlimmer’s reasonable discretion and does not guarantee that every refund request will qualify for a return-free refund.

7. Exchanges

We may offer exchanges when replacement inventory is available.

To request an exchange, contact support@petglimmer.shop within 30 days of delivery. If the requested replacement is unavailable, we may provide a refund or store credit instead.

The fastest method for obtaining a different product may be to return the original product for a refund and place a new order separately.

8. Order Cancellations

Orders may be canceled before they enter processing or shipment preparation.

Please contact us immediately after placing the order if you need to cancel or change it. We cannot guarantee that cancellation or modification will be possible after processing has begun.

If an order has already shipped, you may request a return after receiving it in accordance with this policy.

9. Refused or Undeliverable Orders

Orders returned because of an incorrect address, an incomplete address, repeated unsuccessful delivery attempts, refusal of delivery, or failure to collect the package may require additional review.

We will contact you when the package is returned to determine whether a refund or reshipment is appropriate. Additional shipping costs caused by incorrect customer-provided information may be deducted where permitted by law.

10. Payment Disputes

Before opening a payment dispute or chargeback, please contact our support team. We will make a reasonable effort to investigate and resolve the issue directly.

Submitting a chargeback does not automatically cancel an order or replace the return procedure described in this policy.

11. Contact Information

For return or refund assistance, contact:

PetGlimmer
5130 Av. Prince-of-Wales
Montréal, QC H4V 2N1
Canada

Email: support@petglimmer.shop
Phone: (877) 764-3772