Refund policy
PEHOM Returns & Exchanges Policy
At PEHOM, we strive to provide the highest quality gear for your pets. We understand that sometimes a product may not be the perfect fit. Please review our policy below for returns and exchanges.
1. 30-Day Return & Exchange Window
All return or exchange requests must be initiated within 30 days of the delivery date. To be eligible, items must be in their original, unused condition, free of pet hair/odor, and in the original packaging.
2. Mandatory Photo Review Process
To maintain our quality standards and ensure a smooth return process, all requests require a photo review. Before your return is authorized, you must provide:
- Photos showing the current condition of the product.
- Photos of the packaging (especially for beds and ceramics).
Please email these to our support team at [us@pehomnyc.com] or submit them through our return portal.
3. Return for Refund (Personal Reasons)
If you wish to return an item due to personal preference (e.g., color, changed mind):
- Return Shipping: The customer is responsible for the return shipping costs.
- Processing Fee: A logistics and handling fee will be deducted from your final refund.
- Refund Method: Once inspected and approved, your refund will be issued to the original payment method.
4. Exchanges (Size/Style)
We want your pet to be comfortable! If you need a different size or style:
- Shipping Costs: The customer is responsible for both the return shipping of the original item and the re-shipping fee for the new item.
- Price Difference: Any price difference between the items will be charged or refunded accordingly.
- Security Protocol: To protect our inventory, the new item will be shipped only after the original item has been received and inspected at our warehouse (or once the return tracking shows "In Transit").
5. Product-Specific Guidelines
🛏️ Pet Beds & Bulky Items
Our beds are shipped in vacuum-sealed, compressed packaging to minimize shipping costs and environmental impact.
- Oversize Fee ($35): If the bed has been unsealed and expanded, it can no longer fit in its original box. If you choose to return an expanded bed, a flat $35 USD Oversize Fee will be deducted from your refund to cover the significant increase in carrier volume charges.
- We highly recommend checking the size and color against your pet's needs before unsealing the vacuum bag.
- Ceramic & Fragile Items
- Ceramic bowls must be returned in their original protective foam and anti-collision packaging.
- Damage Liability: If the item is returned without original protection and arrives broken at our warehouse, the customer will be liable, and no refund will be issued.
6. Non-Returnable Items
- Gift cards.
- Items marked as "Final Sale."
- Items showing clear signs of use, pet hair, or damage not caused by shipping.
How to Start a Return
Please contact our customer service team at [us@pehomnyc.com] with your Order Number and the required photos. Our team will review your request and provide the shipping address for our Warehouse.