Refund policy

RETURNS

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. You'll also need your order number or proof of purchase.

To start a return, contact us at support@petply.store with your order number and a photo of the item. We'll review your request and reply within 48 hours with next steps.

Depending on the item and the reason for the return, we may issue a refund without requiring you to ship the product back. If a return shipment is needed, we'll provide instructions on how and where to send your package. Return shipping costs are the responsibility of the customer, except when the item arrived damaged, defective, or incorrect — in those cases we cover it.

Items sent back to us without first requesting a return will not be accepted.

DAMAGES AND ISSUES

Please inspect your order upon delivery and contact us as soon as possible if the item is defective, damaged, or if you received the wrong item. Send us a photo at support@petply.store and we'll make it right at no cost to you — either a replacement or a full refund.

EXCEPTIONS / NON-RETURNABLE ITEMS

We cannot accept returns on gift cards. Items that have been used, washed, or are missing their original packaging are not eligible for return.

EXCHANGES

If you'd like a different color or a replacement, contact us at support@petply.store and we'll help you sort it out. In most cases, the fastest option is to request a return and place a new order once it's approved.

EUROPEAN UNION 14 DAY COOLING OFF PERIOD

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be unused, in the same condition that you received it, and in its original packaging. You'll also need your order number or proof of purchase.

REFUNDS

We will notify you once your return is approved. Refunds are issued to your original payment method within 10 business days of approval. Please note it can take additional time for your bank or credit card company to process the refund.

If more than 15 business days have passed since we approved your return, contact us at support@petply.store.