top of page

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.

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.

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

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.

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.

bottom of page