Refund policy
At PetLonga, we stand behind the quality of our products and want you to feel confident in your purchase. This policy outlines our money-back guarantee, return conditions, and warranty coverage.
Please read carefully before making a purchase.
1. 60-Day Money-Back Guarantee
PetLonga offers a 60-day money-back guarantee on the following products:
- PetLonga Gut Balance Shield
- PetLonga Red Light Therapy Mat
If, within 60 days of delivery:
- You do not observe the results you expected, or
- You are not satisfied with the product for any reason,
you may be eligible to request a refund.
To qualify:
- The refund request must be submitted within 60 days of delivery.
- The product must have been used according to the provided instructions.
- You may be asked to provide basic information about your experience.
- For the Red Light Therapy Mat, the product must be returned clean and in good condition.
2. Product-Specific Conditions
Gut Balance Shield
Gut Balance Shield is a powder supplement for cats that includes probiotics and is designed to support healthy gut balance.
Trial usage is permitted under the 60-day money-back guarantee. If your cat refuses to consume the product or you are not satisfied with your purchase, you may request a refund within 60 days of delivery.
Red Light Therapy Mat
The PetLonga Red Light Therapy Mat is also covered by our 60-day money-back guarantee.
If you are not satisfied with the product, you may request a refund within 60 days of delivery. The mat must be returned clean, undamaged, and in good condition.
3. One-Year Limited Warranty
The PetLonga Red Light Therapy Mat is covered by a one-year limited warranty against manufacturing defects.
If, within one year of delivery, the product:
- Stops functioning properly,
- Develops electrical or internal defects, or
- Experiences failure due to a manufacturing fault,
PetLonga may repair or replace the product at no additional cost.
This warranty does not cover:
- Accidental damage
- Water damage
- Damage caused by pets, including chewing or scratching
- Improper use or handling
- Unauthorized modifications
- Normal wear and tear
4. General Return Conditions
Refund requests must be submitted within 60 days of delivery. Requests submitted after this period will not qualify for a refund.
For hygiene and safety reasons, any returned Red Light Therapy Mat must be thoroughly cleaned before being shipped back. Returns received in unacceptable condition may be rejected.
Returns sent without prior approval will not be accepted and will not qualify for a refund.
5. Return Procedure
To initiate a return, please contact us first at:
Your email must include:
- Your order number
- Reason for return
- Photo of the product, if damaged or defective
- Your contact details
Once your return request has been reviewed, we will provide further instructions.
6. Return Shipping & Costs
Customers are responsible for return shipping costs unless the product is confirmed to be defective.
Returns are sent at the customer’s risk. PetLonga is not responsible for lost return shipments or parcels delayed during transit.
A Track & Trace code is mandatory for all returns. Without tracking confirmation, we cannot process a refund.
We do not charge restocking fees.
All approved returns must be sent to the following U.S. return address:
265 Pheasant Run
St. Charles, IL 60174
United States
Returns sent to any other address may not qualify for a refund.
7. Refund Processing
Once your return is received and inspected, you will receive written confirmation of approval or rejection.
If approved, your refund will be processed to the original payment method within 5 business days.
If more than 5 business days have passed since your refund approval and you have not received your refund, please contact us at:
8. Defective Products
If you receive a defective product, please contact us immediately at:
Please include your order number, a description of the issue, and a photo or video showing the defect.
Verified defective products may be replaced free of charge or refunded, depending on the situation.
9. Order Cancellation
Due to our automated fulfillment system, orders cannot be canceled once they have been placed.
For any questions regarding this policy, please contact: