Refund policy

RETURN & REFUND POLICY

At Petz & Co, your satisfaction is our priority. If you are not completely satisfied with your purchase, you may return your product and request a refund.

1. RETURN PERIOD

You have 30 days from the date you receive your order to return your product and request a refund.

2. RETURN CONDITIONS

To be eligible for a return, your product must:

  • Have been used under normal conditions

  • Be in good condition and not damaged

  • The original packaging is not required

3. NON-RETURNABLE PRODUCTS

For hygiene reasons, we cannot accept returns on products that have been in direct contact with bodily fluids or that show signs of excessive or abnormal use.

4. HOW TO INITIATE A RETURN

To start a return, please follow these steps:

a) Contact our customer service team by email at hello@petzcompany.com and include:

  • Your order number

  • The product(s) you wish to return

  • The reason for the return (optional but appreciated)

b) We will send you the return instructions by email within 24 business hours, including the return address.

c) Carefully package the product and send it to the address provided.

d) Please keep your proof of postage until your refund has been issued.

5. RETURN SHIPPING COSTS

Return shipping costs are the responsibility of the customer, except in the following cases:

  • The product was defective or damaged upon arrival

  • There was an error in the preparation of your order

In these exceptional cases, we will cover the return shipping costs. Please contact us before sending the product back.

6. REFUNDS

Once your return has been received and inspected, we will send you an email confirming receipt of your product.

Your refund will be processed within 5 to 7 business days after we receive your return.

The refund will be issued to the original payment method used at checkout (credit card, PayPal, etc.).

Please note that depending on your bank, it may take an additional 3 to 5 business days for the refund to appear in your account.

7. EXCHANGES

We do not offer direct exchanges. If you wish to exchange a product:

  1. Return the original item following the procedure above

  2. Place a new order for the desired product

8. SALE OR DISCOUNTED ITEMS

Items purchased on sale or with a promotional discount may be returned under the same conditions as full-price items.

9. CONTACT US

If you have any questions regarding our Return & Refund Policy, please feel free to contact us:

Email: hello@petzcompany.com
Response time: within 24 business hours maximum

We are committed to processing your returns quickly and providing you with the best possible experience.

The Petz & Co Team