Refund policy
Refund & Return Policy
At Petzy, we want you and your pet to love every order. If something isn't right, here's how returns and refunds work.
Return window
You have 7 days from the date your order is delivered to request a return. Requests made after 7 days unfortunately can't be accepted.
Condition of items
To be eligible, your item must be:
- Unused, unworn, and in the same condition you received it
- In its original packaging with any tags or accessories included
Items that are used, damaged by the customer, or returned without original packaging may not qualify for a refund.
How to start a return
Email us at [Herickson2405@gmail.com] within 7 days of delivery with your order number and a brief reason for the return (photos are helpful, especially for damaged items). We'll reply with the next steps and the return address. Please don't send items back before contacting us — returns sent without prior approval can't be processed.
Damaged, defective, or wrong items
If your order arrives damaged, defective, or incorrect, contact us within 7 days with photos. We'll arrange a free replacement or full refund at no cost to you — you won't pay return shipping in these cases.
Return shipping
For returns due to a change of mind, the customer is responsible for return shipping costs. Original shipping charges are non-refundable. We recommend a tracked shipping method, as we can't guarantee we'll receive items sent back without tracking.
Refunds
Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Please note it may take additional time for your bank or card provider to post the refund.
Non-returnable items
For hygiene and safety reasons, the following can't be returned: used pet toys, opened consumables or treats, and items marked final sale.
Exchanges
The fastest way to get a different item or size is to return the original (once approved) and place a new order.
Late or missing refunds
If you haven't received an approved refund after 10 business days, please check with your bank or card provider first, then contact us at [Herickson2405@gmail.com] and we'll help track it down.
Contact
Questions? Reach us at [Herickson2405@gmail.com] and we'll get back to you within [24–48 hours].
