Last updated: March 11, 2026
At PetTag.lk, each product is carefully handmade and customized specifically for your pet. Because our collars are personalized with engraving and custom designs, our return and refund policy is slightly different from standard products.
Please read the policy below before placing your order.
Personalized Products
Most products sold on PetTag.lk are customized and engraved according to your instructions, such as your dog’s name and contact number.
Due to this personalization, customized products cannot be returned, exchanged, or refunded once the order has been produced and shipped.
Customers are responsible for ensuring that all engraving details (names, phone numbers, and other customization) are accurate before completing the order.
Damaged or Defective Products
If you receive a product that is damaged, defective, or incorrect, please contact us within 48 hours of receiving your order.
To process your request, please provide:
Your order number
Photos of the product
A brief explanation of the issue
After review, we may offer:
A replacement product, or
A partial or full refund where applicable
Order Cancellations
Orders may be cancelled only before the customization or production process begins.
Once the engraving or production has started, the order cannot be cancelled because the product is being made specifically for your order.
Non-Returnable Items
The following items are not eligible for return or refund:
Personalized engraved dog collars
Customized products made according to customer instructions
Products that have been used or damaged after delivery
Refund Processing
If a refund is approved, it will be processed through the original payment method used during checkout.
Refund processing time may vary depending on your bank or payment provider.
Contact Us
If you have any questions regarding returns or refunds, please contact us:
Email: support@pettag.lk
Website: www.pettag.lk
Our team will be happy to assist you.