At PetCerts, our mission is to provide affordable and legitimate ESA and PSD letters to our valued customers. We are committed to ensuring your satisfaction while maintaining strict clinical and legal standards. Please review our procedures below:

1. Damaged Physical Merchandise

If you receive damaged physical products (such as hard-copy letters or physical ID cards), we accept returns and provide replacements within 30 days of delivery. To initiate this process:

• Contact our support team within 30 days of receipt.
• Attach clear photographic proof of the damage to your clinical or order portal.
• Once verified, we will provide a return shipping label and process a replacement or refund based on your preference.

2. Verification Support

PetCerts provides lifetime verification support for all issued letters. If a landlord, HOA, or airline has questions regarding the validity of your documentation, please contact us immediately. Our legal and support teams are dedicated to resolving verification concerns promptly.

Important Exclusions:

Landlord Refusals: PetCerts stands by the accuracy and legal standing of our clinicians' evaluations. Because our letters are 100% HUD and FHA compliant, we do not issue refunds for businesses or landlords that unlawfully refuse to accept legitimate documentation. In these cases, we provide legal support and guidance for filing HUD complaints.

Failure to Cooperate: If a customer refuses to provide or assist with any required documentation processes, or fails to provide requested documents or information—especially in an attempt to manipulate or trigger a refund—no refund will be generated or issued. The completion of the clinical evaluation process requires customer cooperation.

4. Questions and Contact

All inquiries regarding refunds, returns, or legal disputes must be directed to our legal department.