Refund & Return Policy

Due to the nature of pet products and to maintain hygiene and safety standards, only toys are eligible for refund or return.

The following items are final sale and cannot be returned or refunded once delivered:

• Food, treats, and consumables (opened or unopened);
• Supplements and vitamins;
• Perishable items — fresh, frozen, or refrigerated foods;
• Bath, grooming, and personal-care products;
• Sale or clearance items.

The only exception is if an item arrives damaged, defective, or incorrect — please see Section 3.

To be eligible for return, a toy must be:

• Unused and in its original packaging;
• In resalable condition, with all tags and accessories intact;
• Accompanied by proof of purchase (your order number or order confirmation email).

Please note that toy images on the site are representative — the colour or pattern of the toy you receive may vary slightly. Such variation is not grounds for a refund.

If you receive an item that is damaged, defective, or different from what you ordered, you must notify us within 24 hours of confirmed delivery through the inquiry option on our Contact page. Please include:

• Your order number;
• The item(s) affected;
• A written description of the issue;
• At least one clear photo showing the issue, including the packaging if it's a delivery-damage case.

We will replace the item or issue a full refund — including any delivery charges — at no cost to you.

For eligible toy returns (change of mind), the same 24-hour notice period and evidence requirements apply before we can approve a return.

To start a return on an eligible toy, please contact us first — do not ship items back without confirmation. You can reach us in any of the following ways:

• Online refund request (toys): use the refund request option from your order tracking page when available, or visit the refund request form with your order number.
• Inquiry form: Contact page — recommended.
• Email: alphapetcare.lk@gmail.com
• Phone / WhatsApp: +94 70 507 1910 — available Mon - Sat, 9:00 AM - 8:00 PM.

Once your request is received, our team will arrange the return with our courier partner.

• Change-of-mind returns (eligible toys):the customer is responsible for return shipping costs. Please contact us first — we will arrange the courier pickup on your behalf.
• Damaged, wrong, or defective items: Alpha PetCare covers the return shipping cost in full.

• Once your return is approved, refunds are issued within 48 hours.
• Refunds are returned to the original payment method. For Cash on Delivery (COD) orders, refunds are processed through the same online refund channel used for card payments.
• Depending on your bank or card issuer, it may take a few additional business days for the refund to appear on your statement.

You can cancel your order free of charge within 1 hour of placing it. After this window, the order moves into preparation and cannot be cancelled.

To cancel, please contact us by email or phone with your order number as soon as possible.

• We do not offer direct exchanges. If you would like a different toy, please return the original (where eligible) for a refund and place a new order.
• We do not offer store credit.
• We do not charge a restocking fee.

For any refund or return questions, or to start a return, please reach out:

• Inquiry form: Contact page
• Email: alphapetcare.lk@gmail.com
• Phone / WhatsApp: +94 70 507 1910
• Business hours: Mon - Sat, 9:00 AM - 8:00 PM

For our full sales terms, please see our Terms & Conditions.