Returns & Refunds
Effective Date: 22 July 2025
At Petolly, we want every customer to feel confident and satisfied with
their purchase. If something isn’t right, we’re here to help. This Refund
Policy outlines the terms and conditions for returns, exchanges, and refunds
for all physical products purchased from Petolly.
1. Return Period — 30 Days
You may return eligible items within 30 days from the date of purchase.
After 30 days, we cannot guarantee approval of a return, refund, or exchange.
2. Eligibility for Returns
To qualify for a return, the item must:
- Be in new,
unused, and undamaged condition - Include all
original packaging, components, tags, and accessories - Be accompanied
by proof of purchase, such as an order confirmation or order number
Items showing signs of wear, use, damage, or missing parts may be denied
or may incur a restocking fee at our discretion.
3. How to Initiate a Return
To request a return, please contact our customer support team at:
Email: support@petolly.com
Include the following information in your request:
- Full name
- Order number
- Reason for
return - Photos or
videos (if applicable)
Once your return request is reviewed and approved, we will issue a Return
Merchandise Authorization (RMA) number and provide detailed instructions.
Do not send items back without receiving authorization—unauthorized returns may
be refused.
4. Damages, Defects, or Wrong Items
Please inspect your order immediately upon delivery.
If your item is:
- Damaged
- Defective
- Incorrect
Contact us within 5 days of delivery at support@petolly.com
and include photos wherever possible. We will work quickly to replace the item,
resolve the issue, or offer another appropriate solution.
5. Non-Returnable Items
The following categories are not eligible for return or refund:
- Perishable
goods (e.g., food items, plants, flowers) - Custom or
personalized items - Opened
personal-care or hygiene-related products - Hazardous
materials, flammable liquids, or gases (if applicable) - Gift cards
- Digital
products or services - Sale or
clearance items, including items marked as “final sale”
If you are unsure whether your product qualifies, please contact us for
clarification.
6. Exchanges
Petolly does not process direct exchanges.
To obtain a different item, color, or model:
- Initiate a
return for the product you already have - Once your
return is approved and processed, place a new order for the desired
item
This allows us to maintain accurate inventory and provide faster service.
7. European Union 14-Day Cooling-Off
Period
Customers who receive deliveries within the European Union are
entitled to a 14-day cooling-off period, allowing cancellation of the
order for any reason within 14 days of receipt.
Eligibility requirements:
- Item must be
unused and in original condition - All tags and
packaging must be intact - Proof of
purchase is required
Refunds include the item price and any standard shipping paid at
purchase. Return shipping costs are the responsibility of the customer unless
otherwise required by law.
Exceptions apply to:
- Perishable
goods - Opened
hygiene-related products - Custom-made or
personalized items - Sealed items
unsealed after delivery
8. Refunds
After receiving and inspecting your returned item, we will notify you of
approval or rejection.
If approved:
- Refunds are
issued to the original method of payment - Refund
processing typically takes 5–7 business days after we receive the
return - Your bank or
card issuer may take additional time to finalize the posting of funds
Refunds may be partially reduced or denied if items are not returned in
original condition.
Missing or Delayed Refunds
If you haven't received your refund:
- Check your bank
or credit card account - Contact your
financial institution - If still
unresolved, contact us at support@petolly.com
We will assist in verifying the refund status.
9. Return Shipping Costs
- If the return
is due to our error (defect, damage, wrong item), Petolly covers
the return shipping cost. - If the return
is due to customer preference (change of mind, ordered wrong item),
the customer is responsible for return shipping. - If we provide a
prepaid return label for customer-caused returns, the shipping cost may be
deducted from the refund.
10. Refused or Undeliverable Packages
If an order is returned due to:
- Incorrect
address - Unclaimed
package - Delivery
refusal
We will contact you for updated instructions. Reshipment may incur
additional shipping fees.
11. Contact Us
For all return-related inquiries, including eligibility questions, refund
status, or instructions, please contact:
Email: support@petolly.com
Our team is here to help and ensure your experience with Petolly is
positive.
Thank You for Choosing Petolly
We appreciate your trust in our products. If something isn’t right, we
will do everything possible to make it right.