Order & Replacement Policy

• Orders must be paid in full before they can be processed.
• Cash on Delivery (COD) is not available.
• An order will be processed only after payment has been successfully received.

Except where a refund or other remedy is required under applicable law, payments are final once completed. PetCarat does not offer monetary refunds as a discretionary remedy under this policy. Customers may request an eligible product replacement, subject to the conditions below.

An approved replacement will be for a product of the same value as the originally purchased product. Any price difference or additional charge will be explained and agreed with the customer before the replacement is confirmed.

After an order has been shipped, PetCarat will provide tracking details when available. Customers can use the information provided to monitor the shipment.

For shipping questions, contact PetCarat using the official WhatsApp or social media links in the support section below.

A complete, uninterrupted unboxing video is required for any claim involving damage or an incorrect product. Record the video before opening the parcel and continue filming until all contents have been revealed.

1. Start recording before opening the parcel.
2. Clearly show the unopened package and its condition, including the shipping label where possible.
3. Film the entire opening continuously, from the sealed package through to all contents being revealed.
4. Clearly show the product, its packaging, and any visible damage or discrepancy.
5. Keep the original video and share it with PetCarat when submitting the claim.

PetCarat does not provide monetary refunds as a discretionary remedy under this policy. Where a replacement is approved, the replacement product will be of the same value as the original product, subject to availability and verification.

• Every request is subject to review and approval by PetCarat.
• A replacement may be included with the customer’s next order. Contact PetCarat to coordinate this before placing that order.
• Alternatively, a separate replacement shipment can be arranged. Applicable delivery charges, if any, will be confirmed with the customer and must be paid before dispatch.

• Only one replacement is permitted for an eligible order or product issue.
• Once a replacement has been provided, this policy does not provide a further replacement or discretionary refund for the same issue if the replacement product is damaged or develops another problem.
• Requests remain subject to the eligibility, video, and verification requirements in this policy.

Contact PetCarat and provide the following information:

• Your order ID or order confirmation.
• The product name and a description of the issue.
• The complete, uninterrupted unboxing video, recorded before opening the parcel through the full unpacking process.
• Clear photographs or other supporting information, if requested.

PetCarat will review the information and communicate its decision and any next steps.

For order tracking, replacement requests, or other questions, contact PetCarat through an official channel:

By placing an order on PetCarat.com, customers acknowledge that they have read and understood the payment, no-COD, unboxing video, replacement, delivery-charge, and one-time replacement conditions in this policy, subject always to rights and remedies under applicable law.