THE PET SERVE INTERNATIONAL INC.

Return & Refund Policy

Version 1.0

Effective Date: Upon Website Launch

1. Purpose

1.1 Purpose of this Return & Refund Policy

This Return & Refund Policy ("Policy") outlines the terms, conditions, and procedures governing the return, exchange, and refund of products purchased from The Pet Serve International Inc. ("The Pet Serve", "PetServe", "we", "our", or "us") through www.thepetserve.com or any other authorized sales channels operated by or on behalf of PetServe.

The purpose of this Policy is to provide customers with clear, transparent, and consistent information regarding their rights and responsibilities when requesting a return, exchange, or refund. It also establishes the processes followed by PetServe to assess and manage such requests in a fair, timely, and commercially reasonable manner.

This Policy forms part of PetServe's overall customer service and governance framework and should be read together with our Website Terms & Conditions and other applicable policies.

1.2 Our Commitment to Customer Satisfaction

At PetServe, we are committed to delivering high-quality products and an exceptional customer experience.

We recognize that, despite our best efforts, situations may arise where a customer wishes to return a product or requires assistance with a damaged, defective, or incorrectly supplied item. Our objective is to resolve such matters promptly, fairly, and in accordance with applicable consumer protection laws.

We strive to balance customer satisfaction with our responsibility to maintain product quality, safety, hygiene, and regulatory compliance, particularly for pet wellness, grooming, hygiene, and consumable products.

1.3 Relationship with Other Corporate Policies

This Policy should be read together with the following PetServe policies and documents, each of which governs specific aspects of the customer relationship:

• Website Terms & Conditions;
• Shipping Policy;
• Corporate Privacy Policy;
• Cookie Policy;
• Accessibility Policy; and
• any additional policies, notices, or product-specific instructions published by PetServe from time to time.

Where another policy specifically governs a particular matter, that policy shall supplement this Policy. In the event of any inconsistency, the policy most directly applicable to the relevant subject matter shall prevail to the extent of the inconsistency, unless otherwise required by applicable law.

2. Scope

2.1 Application of this Policy

This Policy applies to all eligible purchases of products made directly from PetServe through our website or any other authorized sales channels operated by or on behalf of PetServe, unless otherwise stated in writing.

This Policy governs requests relating to product returns, exchanges, refunds, replacements, and certain post-purchase customer service matters.

2.2 Products Covered

Unless otherwise specified, this Policy applies to products offered for sale by PetServe, including, but not limited to:

• pet wellness products;
• grooming products;
• hygiene products;
• nutritional supplements;
• pet accessories; and
• other products offered through the PetServe website.

Certain products may be subject to additional return restrictions due to health, hygiene, safety, regulatory, or quality assurance considerations.

2.3 Customers Covered

This Policy applies to individual retail customers purchasing products for personal use through PetServe's authorized sales channels.

Separate return arrangements may apply to wholesale customers, distributors, retailers, veterinary clinics, grooming businesses, or other commercial purchasers where governed by a separate written agreement.

2.4 Geographic Scope

This Policy applies to purchases made within Canada through PetServe's Canadian operations.

Where PetServe expands into additional jurisdictions, separate return requirements or regional policies may apply to comply with local laws and regulatory requirements.

3. Return Eligibility

3.1 General Return Eligibility

PetServe accepts eligible returns in accordance with this Policy and applicable consumer protection laws.

To qualify for a return, products must generally satisfy the eligibility requirements described in this Policy, including applicable return timeframes, product condition requirements, and any additional conditions communicated at the time of purchase.

Approval of a return request remains subject to PetServe's review and verification process.

3.2 Return Timeframes

Customers should submit return requests as soon as reasonably practicable after receiving their order.

Unless otherwise specified, return requests must be initiated within the return period communicated at the time of purchase or as otherwise required by applicable law.

Requests submitted after the applicable return period may not be eligible for return unless required by law or approved by PetServe at its sole discretion.

3.3 Condition of Returned Products

Unless otherwise permitted by this Policy or required by law, returned products should:

• be unused or only minimally handled where inspection is reasonably necessary;
• be returned in their original packaging where reasonably available;
• include all accessories, documentation, and promotional items originally supplied;
• not show signs of misuse, neglect, or unauthorized modification; and
• otherwise be in a condition that permits appropriate inspection by PetServe.

These requirements do not apply where products are being returned because they are defective, damaged in transit, incorrectly supplied, or otherwise subject to mandatory consumer rights.

3.4 Proof of Purchase

Customers requesting a return, exchange, or refund may be required to provide reasonable proof of purchase, including an order confirmation, receipt, invoice, transaction number, or other information sufficient to verify the purchase.

PetServe reserves the right to decline requests where the purchase cannot be reasonably verified.

4. Non-Returnable Products

4.1 Health, Hygiene and Safety Considerations

To protect the health and safety of pets and customers, certain products may not be eligible for return once opened, used, or otherwise compromised.

These restrictions help ensure that products offered for sale continue to meet appropriate quality assurance and safety standards.

4.2 Opened or Used Products

Unless defective or otherwise required by applicable law, products that have been opened, used, consumed, altered, or damaged after delivery may not be eligible for return or refund.

4.3 Perishable or Consumable Products

Certain consumable or perishable products may be excluded from return eligibility where their condition cannot reasonably be verified after delivery or where resale would be inappropriate due to health or safety considerations.

Any such exclusions will be communicated to customers where applicable.

4.4 Clearance, Promotional and Final Sale Items

Products identified as final sale, clearance, liquidation, discontinued, or otherwise designated as non-returnable at the time of purchase may not be eligible for return unless required by applicable law or where the product is defective or incorrectly supplied.

4.5 Gift Cards and Digital Products

Where offered in the future, gift cards, electronic gift certificates, downloadable digital content, or other intangible products may be subject to separate terms and may not be eligible for return or refund except as required by law.

4.6 Statutory Consumer Rights

Nothing contained in this Section limits or excludes any rights available to consumers under applicable consumer protection legislation.

Products that are defective, unsafe, materially misdescribed, or otherwise subject to mandatory statutory remedies shall continue to be handled in accordance with applicable law.

5. Damaged, Defective & Incorrect Products

5.1 Products Damaged During Shipping

Customers should inspect all deliveries promptly upon receipt.

If a product appears to have been damaged during shipping, customers should notify PetServe as soon as reasonably practicable and, where possible, retain the original packaging and provide photographs of the product and packaging to assist in our assessment.

5.2 Defective Products

If a customer believes that a product contains a manufacturing defect or fails to perform as reasonably expected when used in accordance with its instructions, the customer should contact PetServe promptly.

PetServe may request additional information, photographs, or other evidence to assist in evaluating the reported defect.

5.3 Incorrect Products

Where a customer receives a product that differs materially from the product ordered, PetServe will work with the customer to investigate the issue and, where appropriate, arrange for a replacement, exchange, refund, or other suitable resolution.

5.4 Missing Items

If an order is received with missing products or components, customers should notify PetServe as soon as reasonably practicable after delivery.

PetServe will investigate the matter and take appropriate corrective action where warranted.

5.5 Reporting Timeframes

To facilitate timely investigation and resolution, customers are encouraged to report damaged, defective, incorrect, or missing products promptly after delivery.

While PetServe will consider all reasonable requests, delays in reporting may affect our ability to investigate claims or obtain supporting information from shipping carriers, manufacturers, or other service providers.

6. Return Authorization Process

6.1 Requesting a Return

Customers wishing to return a product should contact PetServe Customer Support using the contact information provided in this Policy before returning any product.

Return requests should include sufficient information to enable PetServe to identify the purchase and evaluate the request, including, where applicable:

• the customer's name and contact information;
• order or invoice number;
• product name(s);
• reason for the return;
• photographs of the product or packaging where relevant; and
• any additional information reasonably requested by PetServe.

Submitting a return request does not automatically guarantee approval of the return.

6.2 Return Authorization

Where a return request satisfies the requirements of this Policy, PetServe may issue a Return Authorization ("RA") confirming that the product is eligible for return.

Where applicable, the Return Authorization will include:

• return instructions;
• the approved return address;
• any applicable return shipping instructions;
• packaging requirements; and
• any applicable deadlines for returning the product.

Products returned without prior authorization may be refused or returned to the customer at the customer's expense, unless otherwise required by applicable law.

6.3 Packaging Requirements

Customers are responsible for packaging returned products appropriately to minimize the risk of damage during transit.

Where reasonably available, returned products should be shipped in their original packaging together with all accessories, manuals, inserts, promotional items, and other components originally supplied.

PetServe shall not be responsible for damage occurring during return transit where products have not been packaged with reasonable care.

6.4 Return Shipping

Unless otherwise required by applicable law or expressly agreed by PetServe, customers are responsible for the cost of returning eligible products.

Where a return results from:

• an incorrect shipment by PetServe;
• a confirmed manufacturing defect;
• damage occurring during shipment; or
• another circumstance for which PetServe accepts responsibility,

PetServe may reimburse reasonable return shipping costs or provide a prepaid shipping label, at its discretion.

Customers should not incur significant return shipping expenses without prior authorization from PetServe.

6.5 Inspection of Returned Products

Upon receipt, all returned products will be inspected to determine whether they satisfy the eligibility requirements described in this Policy.

Inspection may include verification of:

• product identity;
• condition;
• completeness;
• evidence of use;
• damage;
• manufacturing defects; and
• compliance with the approved return authorization.

PetServe reserves the right to refuse returns that do not satisfy the requirements of this Policy, subject to applicable consumer protection laws.

7. Refunds

7.1 Refund Eligibility

Refunds will generally be issued only after PetServe has received and inspected the returned product, unless otherwise required by applicable law or expressly approved by PetServe.

Approval of a refund is subject to the eligibility requirements set out in this Policy and any applicable statutory consumer rights.

7.2 Refund Method

Unless otherwise required by applicable law, approved refunds will normally be processed using the same payment method used for the original purchase.

Where the original payment method is no longer available or cannot reasonably be used, PetServe may arrange an alternative refund method in consultation with the customer.

7.3 Refund Processing Time

Once a refund has been approved, PetServe will make reasonable efforts to process the refund promptly.

Actual processing times may vary depending on:

• the customer's financial institution;
• the payment processor;
• the payment method used;
• banking processing times; and
• other operational factors beyond PetServe's reasonable control.

Customers should allow a reasonable period for the refunded amount to appear in their account.

7.4 Partial Refunds

In certain circumstances, a partial refund may be appropriate, including where:

• products are returned incomplete;
• accessories or components are missing;
• products have been damaged due to customer handling beyond what is reasonably necessary for inspection; or
• another circumstance justifies a partial refund under this Policy.

Any partial refund will be assessed fairly and reasonably based on the specific circumstances of the return.

7.5 Original Shipping Charges

Unless otherwise required by applicable law or where PetServe is responsible for the return, original shipping charges, expedited delivery fees, customs charges, duties, taxes, or other service fees may not be refundable.

Where a refund results from an error by PetServe, defective products, or incorrect shipments, PetServe will determine the appropriate reimbursement based on the circumstances of the claim.

8. Exchanges

8.1 Exchange Eligibility

Eligible products may be exchanged in accordance with this Policy where replacement stock is available.

Exchange requests remain subject to the same eligibility requirements that apply to product returns.

8.2 Product Availability

All exchanges are subject to product availability at the time the exchange is processed.

Where an identical replacement product is unavailable, PetServe may, at its discretion:

• offer a comparable product;
• provide store credit where available;
• issue a refund where appropriate; or
• discuss other mutually acceptable solutions with the customer.

8.3 Price Differences

Where an exchange involves products with different purchase prices, the customer may be required to pay the price difference, or PetServe may refund the difference, as applicable.

Applicable taxes and shipping charges may also be adjusted where required.

8.4 Exchange Processing

PetServe will make reasonable efforts to process approved exchanges promptly following receipt and inspection of the returned product.

Exchange processing times may vary depending upon inventory availability, shipping carrier performance, seasonal demand, and other operational considerations.

9. Product Recalls

9.1 Safety Recalls

Where PetServe determines that a product should be recalled due to safety concerns, regulatory requirements, quality issues, or other circumstances affecting customer or pet safety, the Company will take appropriate corrective action in accordance with applicable laws and regulatory guidance.

9.2 Customer Notification

Where reasonably practicable, affected customers will be notified using available contact information regarding:

• the affected products;
• the nature of the recall;
• any immediate precautions;
• return or disposal instructions;
• replacement options; and
• refund procedures, where applicable.

PetServe may also publish recall information through its website, social media channels, or other appropriate communication methods.

9.3 Recall Remedies

Depending on the nature of the recall, PetServe may offer one or more of the following remedies:

• product replacement;
• repair, where appropriate;
• refund;
• product exchange; or
• other corrective measures consistent with applicable regulatory requirements.

10. Customer Responsibilities

10.1 Inspection Upon Delivery

Customers should inspect all products promptly upon delivery and notify PetServe as soon as reasonably practicable of any visible damage, shortages, incorrect products, or other concerns.

Prompt reporting assists PetServe in investigating claims and coordinating with shipping carriers where necessary.

10.2 Accurate Information

Customers are responsible for providing accurate information when submitting return, exchange, or refund requests.

Providing incomplete, inaccurate, or misleading information may delay processing or affect eligibility for a return or refund.

10.3 Proper Care of Products

Customers should handle products with reasonable care while determining whether they wish to retain them.

Products should not be used beyond what is reasonably necessary to evaluate their suitability before requesting a return, unless otherwise permitted by this Policy or required by applicable law.

10.4 Compliance with Return Instructions

Customers agree to follow the return instructions provided by PetServe, including packaging, shipping, documentation, and applicable deadlines.

Failure to comply with reasonable return instructions may affect the processing of a return or refund, subject to applicable consumer protection laws.

10.5 Good Faith Use of this Policy

This Policy is intended to facilitate fair and transparent resolutions for genuine customer concerns.

Customers agree not to misuse or abuse the return process by making fraudulent claims, repeatedly returning products without legitimate reason, submitting altered or counterfeit products, or engaging in any conduct intended to obtain an improper benefit.

PetServe reserves the right to investigate suspected abuse of this Policy and to take appropriate action where misuse is identified, including refusing future return requests where permitted by applicable law.

11. PetServe Responsibilities

11.1 Fair Assessment of Return Requests

PetServe is committed to evaluating all return, exchange, replacement, and refund requests fairly, consistently, and in accordance with this Policy, our Website Terms & Conditions, and applicable consumer protection laws.

Each request will be assessed on its individual circumstances, taking into account the nature of the product, the reason for the request, the information provided by the customer, and any other relevant factors.

11.2 Timely Processing

PetServe will make reasonable efforts to process approved return requests, exchanges, and refunds promptly following receipt of the returned product and completion of the necessary inspection.

While every effort will be made to minimize processing times, certain requests may require additional review where product inspections, shipping investigations, fraud prevention measures, regulatory requirements, or other operational considerations apply.

11.3 Communication with Customers

PetServe is committed to maintaining clear and transparent communication throughout the return process.

Where reasonably practicable, customers will be kept informed regarding:

• receipt of return requests;
• approval or denial of return authorization;
• receipt of returned products;
• inspection status;
• refund or exchange decisions; and
• any additional information required to complete the process.

11.4 Compliance with Applicable Laws

Nothing contained in this Policy is intended to exclude, restrict, or modify any statutory rights or remedies available to consumers under applicable federal, provincial, territorial, or other consumer protection legislation.

Where applicable law provides customers with greater rights than those described in this Policy, those legal rights shall prevail to the extent of any inconsistency.

12. Exceptions & Limitations

12.1 Abuse of this Policy

PetServe reserves the right to refuse return, exchange, or refund requests where it reasonably believes that this Policy is being abused.

Examples of misuse may include, without limitation:

• repeated unreasonable return requests;
• fraudulent claims;
• intentional damage to products;
• submission of counterfeit products;
• misuse of promotional programs; or
• any conduct intended to obtain an improper financial or commercial advantage.

Any action taken by PetServe will be exercised reasonably and in accordance with applicable law.

12.2 Fraud Prevention

PetServe may verify information submitted in connection with any return, exchange, or refund request to protect customers, business partners, and the Company from fraud, theft, or other unlawful activities.

Where fraud or other unlawful conduct is reasonably suspected, PetServe may delay processing while appropriate investigations are completed.

12.3 Business, Wholesale and Commercial Purchases

Unless otherwise expressly agreed in writing, this Policy is intended primarily for retail consumer purchases.

Separate contractual arrangements may apply to distributors, wholesalers, retailers, veterinary clinics, pet grooming businesses, resellers, and other commercial customers.

Where a written commercial agreement exists, that agreement shall govern to the extent of any inconsistency with this Policy.

12.4 Force Majeure

PetServe shall not be responsible for delays in processing returns, exchanges, or refunds arising from events beyond its reasonable control, including but not limited to:

• natural disasters;
• pandemics;
• labour disruptions;
• transportation interruptions;
• customs delays;
• cyber incidents;
• government actions;
• public emergencies; or
• failures of third-party service providers.

PetServe will make reasonable efforts to resume normal processing as soon as circumstances reasonably permit.

13. Contact Information

13.1 Customer Support

Questions regarding returns, exchanges, refunds, replacement products, or general customer service may be directed to:

The Pet Serve International Inc.

5339 Hollypoint Avenue

Mississauga, Ontario L5V 2L2

Canada

Email: contact@thepetserve.com

Website: www.thepetserve.com

13.2 Return Inquiries

Customers seeking to initiate a return or exchange are encouraged to contact PetServe before returning any product.

Providing complete and accurate information at the outset will assist PetServe in processing requests more efficiently.

13.3 Escalation of Concerns

PetServe values customer feedback and is committed to resolving concerns fairly and professionally.

Where a customer believes that a return request has not been handled appropriately, they are encouraged to contact PetServe to request further review.

Where required by applicable law, customers may also have access to additional dispute resolution mechanisms or consumer protection authorities.

14. Policy Governance

14.1 Policy Ownership

This Return & Refund Policy is owned and maintained by The Pet Serve International Inc. and forms part of the Company's corporate governance, compliance, and customer service framework.

14.2 Review Frequency

This Policy shall be reviewed periodically and updated as necessary to reflect changes in:

• applicable laws and regulations;
• consumer protection requirements;
• business operations;
• products and services;
• shipping practices;
• industry best practices;
• customer experience initiatives; and
• operational requirements.

14.3 Version Control

The current version of this Policy will be published on the PetServe website.

Previous versions may be retained for legal, regulatory, operational, audit, or record-keeping purposes in accordance with PetServe's document management practices.

14.4 Effective Date

This Policy becomes effective on the date specified on the cover page and remains in effect until amended, replaced, or withdrawn by The Pet Serve International Inc.

14.5 Questions About this Policy

PetServe welcomes questions regarding this Policy and encourages customers to contact us whenever clarification is required.

Our objective is to administer this Policy fairly, consistently, and transparently while protecting the interests of both our customers and the Company.

Appendix A – Return Process Workflow

The standard return process generally follows these stages:

1. Customer identifies an issue or wishes to request a return.
2. Customer contacts PetServe Customer Support.
3. Return request and supporting information are reviewed.
4. Return Authorization is issued where applicable.
5. Customer returns the approved product.
6. Returned product is received by PetServe.
7. Product inspection is completed.
8. Return eligibility is confirmed.
9. Refund, replacement, or exchange is processed where approved.
10. Customer is notified of the outcome.
11. The return request is closed.

Processing times may vary depending on product availability, shipping carrier performance, inspection requirements, payment processing timelines, or other operational considerations.

Appendix B – Examples of Return Eligibility

Each request will be assessed individually based on the specific circumstances and applicable law.

Appendix C – Typical Refund Timeline

Although processing times may vary, the general refund process is expected to follow the timeline below:

These timeframes are estimates only and do not constitute guaranteed service commitments.

Appendix D – Related Corporate Policies

This Policy should be read together with the following PetServe policies:

• Website Terms & Conditions
• Shipping Policy
• Corporate Privacy Policy
• Cookie Policy
• Accessibility Policy

Additional policies, product-specific instructions, promotional terms, or legal notices may also apply where relevant.

Appendix E – Revision History