In the view of Hugo Galvao de Franca Filho, founder and director of Enjoy Pets, many retailers treat returns in pet e-commerce merely as a loss to be absorbed, when in fact they offer one of the most honest portraits of an operation. A return, in this context, is when a product bought online goes back to the seller, whether due to regret, a defect, or incompatibility. In the pet market, returns carry a particular twist: the one who decides whether an item works is not always the one who paid for it.
Situations like a dog refusing to lie in its new bed or a cat ignoring its scratching post are common, and each of them can turn into an exchange request. That is why understanding why products come back is as important as understanding why they sell. Throughout this article, readers will see how to turn every return into useful information for adjusting listings, packaging, and customer service. It is worth reading to the end before reviewing your store’s return policy.
The reasons pet products come back
Return requests in the pet segment fall into a few groups of causes. The first is size: collars, harnesses, clothing, and beds chosen based on the owner’s estimate rather than on the animal’s actual measurements. The second is rejection, when the animal simply refuses the toy, the feeder, or the pet carrier. There are also frustrated expectations regarding color, texture, or material, as well as damage during shipping, which is frequent with bulky and fragile items.
Food and medication are a separate case, since opened packages cannot go back into inventory for health and safety reasons, which makes prevention even more necessary in these categories. For Hugo Galvao, separating returns by reason is the first step toward no longer seeing them as a single mass of losses. A store that records only the number of returns misses the most valuable part of the information: the reason each product came back.
Each cause of return points to a different fix
When the problem is size, the fix lies in the listing. A size chart that teaches owners to measure the animal’s neck, chest, and length with a tape measure, in just a few steps, reduces purchases made on guesswork. Photos of the product being used by dogs or cats of different sizes also help, because they show proportion more clearly than any number. In cases of damage, however, the adjustment lies in the packaging and the choice of carrier, not in the product description.
Rejection by the animal is the hardest reason to prevent, but it is not impossible. Descriptions explaining which type of pet the product works best for, such as puppies, senior animals, or heavy chewers, help owners decide with more confidence. This is where Hugo Galvao de Franca Filho sees an opportunity: listing content stops merely selling and starts guiding the purchase, something pet consumers value because they treat their animals as members of the family.
Different rules on each channel call for internal control
Those who sell through their own store and on marketplaces at the same time deal with more than one return policy. Brazil’s Consumer Protection Code guarantees buyers the right to withdraw from purchases made outside a physical store within seven days of receipt, but platforms such as Mercado Livre, Amazon, and Shopee apply their own return and refund policies, with specific deadlines, proof requirements, and communication procedures. Ignoring these differences can cost sellers their reputation and search ranking on each channel.
The challenge is that the rules change from one channel to another, while inventory and finances remain a single operation. A product returned through Shopee needs to be inspected, reclassified, and, if in good condition, made available again across all channels. Hugo Galvao believes this return to inventory requires a designated person in charge and a short deadline, because an item stuck in inspection is a sale lost twice: first to the return and then to unavailability.
A well-handled exchange can lead to the next purchase
The way a return is handled also weighs on purchasing decisions. A survey by Opinion Box indicates that a quarter of consumers take the return policy into account when deciding on a purchase. In the pet market, where a large share of purchases repeat every month, such as food, cat litter, and treats, an owner who had a quick and hassle-free exchange is likely to come back, while a bad experience can end a relationship that might have lasted for years.
In practice, this means responding quickly, explaining each step to the customer, and using the recorded reason to improve the next listing. As Hugo Galvao de Franca Filho observes, returns stop being merely a cost when they begin to inform decisions about products, packaging, and communication. For those who want to see this approach applied to pet retail, the website www.enjoypets.com.br is a good starting point for getting to know how Enjoy Pets operates.
