Return, Replacement & Refund Policy
Your petโs health and your peace of mind are our top priorities. We offer a transparent, hassle-free 3-Day Replacement Guarantee across all our deliveries.
Pet Food Hygiene & Original Packaging Standards
Because pet food, treats, supplements, and veterinary items directly impact an animal's digestive health and well-being, items must be in their original, unopened, factory-sealed packaging to be eligible for exchange or return.
Packages that have been opened, tampered with, or used cannot be returned or resold due to strict animal safety guidelines.
3-Day Return Window & Courier Cost Responsibility
To ensure the health and safety of all pets, returns or exchange requests must be initiated within 3 calendar days of receiving your delivery from Sitrex Courier.
If your item arrived damaged, punctured, expired, or if we sent the incorrect product, flavor, or bag size, PetFood4U covers 100% of the courier pickup and reshipment fees.
If you wish to exchange an item for a different flavor, size, or brand due to personal preference, the customer is responsible for the Sitrex Courier return delivery charges.
- Transit Damage: Outer bag or can arrived punctured, split, or damaged during transit by Sitrex Courier.
- Incorrect Product: You received an item different from what you ordered (e.g., Kitten instead of Adult, Chicken instead of Salmon, or wrong weight).
- Defective or Expired Product: In the rare event that an item has a manufacturer seal defect or is expired.
3-Step Return Process & Condition Inspection
Snap Photos (Within 3 Days)
Take clear photos showing the unopened product, barcode, and Sitrex Courier airway bill label within 3 days of delivery.
WhatsApp Our Hotline
Send details and Order Number to +94 76 661 0039. Our team will verify and approve the return pickup.
Sitrex Pickup & Inspection
Sitrex Courier will collect the parcel. Upon arrival at our hub, items are inspected for original seal condition before release of refund/exchange.
Refund Methods & Processing Times
Once your return claim is verified by our customer care team, you can choose your preferred resolution:
- Immediate Replacement: We dispatch the correct replacement item via Sitrex Courier on the next business day (Monday to Friday).
- Direct Bank Refund: We transfer the refund directly to your Sri Lankan bank account within 2 to 3 business working days.
- Online Card Reversal: For PayHere online payments, the refund is reversed directly to your issuing debit/credit card.
- Store Credit Voucher: An instant digital promo voucher code with 100% value that never expires, usable on any pet food or accessory.
Non-Returnable Items
For safety and sanitary reasons, the following cannot be returned once delivered:
- Pet food bags or cans that have been opened or consumed from.
- Cat litter sacks where the original seal is broken.
- Pet supplements and wellness products (vitamins, coat oils, hygiene care) once unsealed or opened.
- Custom engraved pet ID tags.
Order Cancellation Policy
You can cancel or modify your order (change flavor, size, or delivery address) at any time before Sitrex Courier picks up your parcel from our fulfillment center.
Simply send a WhatsApp message to +94 76 661 0039 with your order details before 12:00 PM on the dispatch day.
Need Immediate Help with an Order or Return?
Our dedicated customer support team is available Monday to Saturday to assist you.