Terms of service

Last updated: 7/3/206

1. About Us

Petsy is an independently operated online store based in Karachi, Pakistan.. We are an online retailer offering pet products through our website, shoppetsy.com.

We deal honestly and transparently with our customers. If you have any concern about a purchase, we want to hear from it and resolve it fairly — see our Complaints section below.

2. Contact Information

Business Address: Sindhi Jamaat Co-Operative Housing Society, Block IV, karachi, Pakistan. Phone: +92 21 99230140. Email: info@shoppetsy.com. Support Hours :  Monday–Saturday, 10am–7pm PKT.

3. Orders and Pricing

All prices displayed on our website are shown clearly at checkout in USD, with no hidden charges. Any shipping fees, taxes, or duties will be disclosed to you before you complete payment — we do not add surprise charges after an order is placed.

We reserve the right to cancel any order due to pricing errors, stock unavailability, or suspected fraud. If we cancel your order, you will receive a full refund with no deductions, within 7-10 days.

4. Payment

We accept payment via MasterCard/Visa. We do not charge interest, late fees, or penalty charges of any kind on any transaction. All payments are due in full at the time of order.

5. Shipping

Please see our separate Shipping Policy for delivery timeframes and charges.

6. Returns and Refunds

Please see our separate Refund & Return Policy for full details. We aim to make this process fair and straightforward for both sides.

7. Complaints and Dispute Resolution

If you are unhappy with a product, an order, or any part of your experience with us, here's what happens: Contact us at info@shoppetsy.com or +92 21 99230140 with your order number and a description of the issue. We will acknowledge your complaint within 24–48 hours. We will investigate and respond with a resolution within 5–7 business days of your initial complaint. If you are not satisfied with our response, you may escalate the matter through your bank/card issuer or payment provider's dispute process, or through the Consumer Protection Council in your province, in accordance with Pakistani consumer protection law.

We do not use delay or unclear processes to avoid resolving legitimate complaints. Every complaint will receive a substantive response within the timeframe above.

8. Limitation of Liability

We are responsible for delivering the products you ordered as described, within the timeframes stated in our Shipping Policy. We are not liable for delays caused by circumstances outside our reasonable control (e.g., courier delays, customs holds, natural disasters).

9. Governing Law

These Terms are governed by the laws of the Islamic Republic of Pakistan. Any disputes will be handled in accordance with Pakistani law and, where applicable, through the payment provider's dispute resolution process.

10. Changes to These Terms

We may update these Terms from time to time. Any changes will be posted on this page with an updated "Last updated" date. Continued use of our website after changes means you accept the updated Terms.