Returns and Refund Policy

Last updated: April 7, 2026

At Petys, we want you to shop with confidence. This Returns & Refund Policy explains how return requests, refunds, replacements, and cancellations are handled for purchases made on Petys.shop.

Return window

You may request a return within 30 days of receiving your order.

Eligibility for returns

To be eligible for a return, the item must meet all of the following conditions:

• It must be unused and in its original condition.
• It must be returned in its original packaging.
• It must not be damaged due to misuse, improper handling, or normal wear and tear.
• Proof of purchase must be provided, such as your order number or order confirmation email.

Non-returnable items

Some items may not be eligible for return, including:

• Personalized or custom-made items.
• Used pet items.
• Opened hygiene-related products.
• Gift cards, if offered.
• Any item clearly marked as non-returnable on the product page.

Damaged, defective, or incorrect items

If you receive an item that is damaged, defective, or incorrect, please contact us as soon as possible.

To help us review the issue quickly, please include:

• Your order number.
• A short description of the issue.
• Clear photos of the item and the packaging.

Where appropriate, we may offer a replacement, refund, or another suitable resolution.

How to request a return

To request a return, email us at support@Petys.shop with your order number and the reason for the return.

If your return is approved, we will provide return instructions.

Items sent back without prior authorization may not be accepted.

Return shipping costs

If the return is due to a change of mind, the customer is responsible for return shipping costs.

If the item is damaged, defective, or incorrect, Petys will cover the reasonable return or replacement cost where applicable.

Refunds

Once your returned item is received and inspected, we will notify you whether your refund has been approved.

If approved, refunds are issued to your original payment method within 10 business days.

Please note that your bank or payment provider may take additional time to process and post the refund.

Late or missing refunds

If you have not received your refund after the expected timeframe, please:

1. Check your bank account again.
2. Contact your card issuer or payment provider.
3. Contact your bank.

If you still need help, contact us at support@Petys.shop.

Order cancellations

If you wish to cancel an order, please contact us as soon as possible.

Orders can only be canceled before they are processed or dispatched.

If an order has already been shipped, it must follow the return procedure described in this policy.

Exchanges

We replace items only if they are defective, damaged, or incorrect.

To request an exchange, contact support@Petys.shop.

Consumer rights

Nothing in this policy affects your statutory rights under applicable consumer protection law.

Contact information