Refund policy

Refund & Return Policy

We want you to be completely satisfied with your purchase from Petinho Soul.

If there is an issue with your order, please contact us at:

within 30 days of receiving your package.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or if you receive the wrong item, please contact us within 30 days of delivery.

To help us resolve the issue quickly, please include:

Your order number
A description of the issue
Clear photos of the product and packaging

If approved, we may offer a replacement, store credit, or a full refund.

Lost Orders

If your order is confirmed lost in transit, we may provide a replacement or full refund after reviewing the shipment status.

Order Cancellations

Orders may be canceled within 12 hours of purchase. After this period, your order may already be in processing and cancellation cannot be guaranteed.

Non-Returnable Items

We do not accept returns for:

Personalized or custom-made products
Gift cards
Sale or clearance items
Products that have been used, damaged after delivery, or are not in their original condition

European Union Customers

If your order is delivered within the European Union, you may have the right to cancel or return your order within 14 days in accordance with applicable consumer protection laws.

The product must be unused, in its original condition, and accompanied by proof of purchase.