Refund policy
Thank you for shopping with JustTryPet. Because we sell pet food, treats, supplements, powders, toppers, and other consumable pet products, we follow strict hygiene and product safety standards.
Final Sale – Consumable Pet Products
All pet food, treats, supplements, powders, toppers, chews, and other consumable pet products are final sale once the order has been shipped.
For hygiene and safety reasons, we do not accept returns or exchanges for consumable products after they leave our warehouse.
We do not accept returns, exchanges, or refunds for:
• Change of mind
• A pet not liking the flavor or texture
• Ordering the wrong product or quantity
• Personal preference or expectation
• Opened or used products
• Sale or promotional items
Damaged, Incorrect, Missing, Expired, or Defective Items
If your order arrives damaged, incorrect, incomplete, expired, or with a confirmed product defect, please contact us within 48 hours of delivery.
Please provide:
• Your order number
• A clear description of the issue
• Photos or videos of the product, packaging, shipping label, and the reported issue
Please do not send any product back unless our customer service team specifically instructs you to do so.
After reviewing the information, we may provide a replacement, partial refund, full refund, or store credit, depending on the circumstances. A replacement provided for a damaged, incorrect, missing, expired, or defective item is an order-issue resolution and is not considered a product exchange.
Lost or Delayed Packages
If your package appears to be lost, significantly delayed, or marked as delivered but not received, please contact us with your order number and tracking information.
We will review the carrier information and assist with the appropriate resolution where possible.
Order Cancellations
Orders may only be cancelled before they have been processed or shipped.
Please contact us as soon as possible if you need to request a cancellation. Once an order has been processed or shipped, it cannot be cancelled.
Approved Refunds
If a refund is approved, it will be issued to the original payment method.
Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider.
Return Shipping
Because consumable pet products are not eligible for return, customers should not send products back without written authorization from our customer service team.
Unauthorized returns will not be accepted.
Contact Us
Email: hello@justtrypet.com
Phone: +852 5138 5551
Business Hours: Monday–Friday, 9:00 AM–6:00 PM HKT
