Refund policy

Refund & Return Policy
Last Updated: October 12, 2026

At Pacific Pet Solutions, we want you to be happy with your purchase. If something isn't right, we're here to help. Please review our refund and return policy below.

1. Returns

Customers may request a return within 14 days of receiving their order, provided the item meets our return requirements.

To be eligible for a return, items must:

  • Be unused and in their original condition.
  • Be returned in their original packaging, where applicable.
  • Include proof of purchase, such as an order confirmation or receipt.

Certain products, including opened pet food, used pet products, and items that cannot be safely resold for hygiene or health reasons, may not be eligible for return unless the item is defective.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible with your order number and photographs of the issue, if applicable.

We will review the issue and work with you to arrange an appropriate solution, which may include a replacement, repair, or refund in accordance with applicable consumer protection laws.

3. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your payment provider or financial institution.

Original shipping charges and return shipping costs may be non-refundable, except where otherwise required by law or where the return is due to our error.

4. Non-Returnable Items

For health, safety, and hygiene reasons, certain items may not be eligible for return, including:

  • Opened or used fish products and treats.
  • Used grooming or hygiene products.
  • Products marked as final sale.
  • Custom or special-order items, where applicable.

Defective, misrepresented, or otherwise legally protected purchases remain subject to applicable consumer protection laws.

5. Exchanges

If you need a different product or receive an incorrect item, please contact us for assistance. Exchanges are subject to product availability and applicable return requirements.

6. How to Request a Return

To start a return or request a refund, please contact our customer support team with the following information:

  • Your full name.
  • Your order number.
  • The item you wish to return.
  • The reason for your return.
  • Photos of any damage or defects, if applicable.

Please wait for return instructions before shipping any item back to us.

Contact Email: canadapetsolutions@gmail.com

7. Late or Missing Refunds

If you have not received your refund after the stated processing period, please check with your bank or payment provider first. If the refund is still missing, contact our customer support team for assistance.

8. Consumer Rights

This policy does not limit or replace any rights you may have under applicable consumer protection laws in Canada or your province or territory. Where required by law, statutory rights will take precedence over any conflicting terms in this policy.

9. Contact Us

If you have questions about our Refund & Return Policy, please contact us:

Pacific Pet Solutions
Email: canadapetsolutions@gmail.com
Website: PetsolutionsCanada.ca
Mailing Address: 22437 121 Ave, 114, Maple Ridge BC V2X 8R8, Canada

Thank you for shopping with Pacific Pet Solutions!