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Refund Policy

Return & Refund Policy

If you are not satisfied with your in-store or online purchase, we will happily issue you a refund or an exchange within 30 days of purchase as long as the following criteria are met:

  • All NON-FOOD ITEMS must be brand new, tags attached, unwashed, damage-free, and hair-free.

  • For any unopened products, returned in their original packaging with a receipt within 30 days of purchase, refunds will be issued using the original method of payment.

  • FOOD ITEMS returned opened are applicable to items covered by manufacturer guarantees, or under our discretion policy. See requirements below.   

  • Products returned without a receipt will not be accepted. 

  • If you made your purchase online and do not live close to our store, kindly contact us by e-mail: hello@mercadopet.ca or call our store at (437) 747-7456 to arrange your return. 

  • Customer is responsible for shipping the item(s) back and will incur the shipping costs.

  • Clearance items are Final Sale.

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OUR DISCRETION POLICY

If you find yourself dissatisfied with any food (except raw), treat, or supplement, you are eligible for an EXCHANGE only, provided the item meets the following requirements:

  • To qualify, 80% or more of the product must be remaining.

  • A valid purchase receipt must accompany all returns, and it must be within the 30 days of purchase. 

  • This policy is applicable exclusively to food (except raw), treats, and supplements, excluding all other products.

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Returns are not accepted on:

  • Clearance and sale items

  • Collab Marketplace purchases

  • Special order items

  • Crates, beds and cat trees

  • Litter pans and sanitary items

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RETURNS IN-STORE

Both in-store and online purchases can be returned in-store for a refund or exchange. To process your return or exchange in store, please bring along the following:

  • Debit/credit card used to make the purchase

  • In-store receipt or shipping confirmation email

  • Shipping charges are non-refundable. Any merchandise that is in used condition and/or returned without the original packaging may be refused.

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Before you send an item back to us please contact us by email, live chat or phone to receive an authorization form. Have in hand your order number too.

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