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Return Policy

Return Policy

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Return & Refund Policy – Pet Guru

Effective Date: June 6, 2026

At Pet Guru (PetGuru.pk), we are committed to ensuring a fair and transparent experience for all buyers and sellers on our platform. Please read this Return & Refund Policy carefully before making any purchase.

1. Marketplace Nature of Pet Guru

Pet Guru is a marketplace platform that connects buyers with independent sellers and service providers. All transactions for physical products are conducted directly between buyers and sellers. Pet Guru acts as a facilitator and is not the seller of record for products listed by third-party sellers.

2. Returns for Physical Products (Shop)

Returns are accepted under the following conditions:

  • The item received is significantly different from what was described in the listing.
  • The item is damaged, defective, or broken upon delivery.
  • The wrong item was delivered.
  • The item is missing parts or accessories as described.

Return requests must be raised within 24 hours of receiving the product. After 24 hours, returns will not be accepted unless the product has a manufacturer warranty.

3. How to Request a Return
  1. Contact the seller directly through the Pet Guru messaging system.
  2. Provide clear photos or videos of the issue.
  3. If the seller does not respond within 48 hours, contact Pet Guru support at support@petguru.pk.
  4. Pet Guru will review the dispute and mediate a resolution.
4. Non-Returnable Items

The following items are not eligible for return:

  • Live animals or pets.
  • Perishable items such as pet food, treats, or medications once opened.
  • Customised or personalised items.
  • Items returned without original packaging.
  • Items damaged due to misuse or negligence by the buyer.
5. Refunds

Once a return is approved by the seller or resolved by Pet Guru support, refunds will be processed as follows:

  • Online payments: Refunds will be credited back to the original payment method within 5–10 business days.
  • Cash on Delivery (COD): Refunds will be arranged via bank transfer within 5–7 business days after the return is received and verified.
6. Services & Consultations

For bookings of pet services (grooming, training, veterinary consultations, etc.):

  • Cancellations made 24 hours or more before the appointment are eligible for a full refund.
  • Cancellations made less than 24 hours before the appointment may be subject to a cancellation fee at the service provider's discretion.
  • No-shows are not eligible for a refund.
  • If a service provider cancels, you are entitled to a full refund or rescheduling.
7. Classified Listings

Pet Guru does not facilitate payments for classified listings. All transactions between buyers and sellers for classified ads are handled independently. Pet Guru is not responsible for disputes arising from classified transactions. We strongly advise meeting in a safe public place and verifying items before payment.

8. Subscription & Platform Fees

Subscription fees paid to Pet Guru for seller plans or premium listings are non-refundable once the subscription period has started. If you believe there has been a billing error, please contact us within 7 days at support@petguru.pk.

9. Dispute Resolution

Pet Guru reserves the right to make the final decision in any buyer-seller dispute. Our team will review all evidence provided by both parties and issue a fair resolution. Abuse of the return/refund process may result in account suspension.

10. Contact Us

For any return or refund queries, please reach out to us:

Pet Guru reserves the right to update this Return & Refund Policy at any time. Changes will be posted on this page with an updated effective date.