Refund Policy

Exchanges and Returns

Our product exchange policy aims to provide customers with complete security regarding products purchased from our store.

All our products are guaranteed against manufacturing defects.

We also handle exchanges for products that arrived different from what the customer ordered.

If you receive a product from us with a manufacturing defect or different from what you ordered, please follow these steps to exchange it:

If more than 7 business days have passed and the product has any defect or flaw, please contact us, providing your CPF (Brazilian tax identification number), order number, the product to be returned, and the defect.

As soon as we receive your email, we will forward your request to our quality department for review. Authorization from this department will be required for any potential exchange. Once the review is complete, we will contact you with their assessment and whether an exchange is necessary.

Please note, we will not process exchanges or refunds after this deadline.

1. Your complaint will be reviewed within a maximum of 7 business days and, if the problem is confirmed, we will contact you via email and you can choose one of the following options:

• Receive a refund of the amount paid.
• Receive a new product identical to the one ordered.
• To receive a product of similar value.
• Receive a coupon with the product's value to use on future purchases.

According to the Brazilian Consumer Protection Code (CDC), requests to cancel online purchases must be made within 7 business/calendar days of the date of receipt.

For credit card refunds, our finance department has a maximum of 7 business days to process the request with the credit card company, and the maximum time for the balance to return to your credit card is up to 120 days, depending on the card issuer and your billing cycle.

If a refund is necessary, it will be made to a bank account within a maximum of 10 business days after the quality analysis, and can only be made to an account with the same CPF (Brazilian tax identification number) that was used on our website.

In the case of products returned without prior notification, outside the deadline, with missing or incorrect items, or without the label, they will be sent back to the customers.

The same applies to exchanges that are rejected after product analysis by our quality department. They will be returned to customers via collect-on-delivery (COD) via Sedex, and the customer will be responsible for paying the return shipping costs.

Attention: Pet Croc is not responsible for shipping costs for returns followed by refunds, chargebacks, or exchanges for other products; this expense is the customer's responsibility.