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.

7. International Shipping, Customs & Refund Policy

 - Order Cancellation & Changes in Transit Once an order has been dispatched or has entered international transit/customs clearance, it cannot be canceled, modified, or intercepted midway. If you wish to return your items, please wait for the package to arrive and initiate a standard return request, or follow our guidelines for returned shipments below.

 - Import Duties, Taxes, and Clearance Responsibilities Unless explicitly stated as DDP (Delivered Duty Paid) during checkout, all international orders are shipped under DDU (Delivered Duty Unpaid) terms:

  • The recipient is strictly responsible for paying all local import duties, taxes, and customs fees levied by the destination country.

  • The recipient must cooperate with local customs authorities and carrier requirements (e.g., providing identification, commercial details, or supplementary documentation) to ensure successful clearance.

 - Customs Delays & Third-Party Hold Disclaimer Customs processing times, unexpected inspections, border security hold (e.g., Border Force / Department of Agriculture holds), and local carrier transfers are governed entirely by local regulatory authorities. Delays caused by customs clearance or agricultural inspections are beyond our control and do not qualify for mid-transit cancellations, order revocations, or immediate delay-based refunds.

 - Refused Shipments, Failure to Clear & Unclaimed Packages If a package is returned to our warehouse due to any of the following reasons:

  • Refusal of Delivery: The recipient refuses or declines to accept the package upon delivery for any personal or non-defective reasons.

  • The recipient refuses or fails to pay required import duties/taxes.

  • The recipient fails to respond to customs/carrier requests for clearance documentation.

  • The package is refused upon delivery or left unclaimed at a local post office.

Refund Deductions for Returned Shipments: Upon verification and physical receipt of the returned package at our warehouse, a refund will be issued to the original payment method, minus the following non-refundable costs:

  1. Original outward international shipping fee.

  2. Return international shipping fee charged by the carrier.

  3. Any customs clearance penalties, administrative charges, or duties incurred during the return process.

Note: If the cost of return shipping and customs fees exceeds the total value of the order, the package may be abandoned by the carrier, and no refund will be issued.

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.