Refund policy
RETURNS ELIGIBILITY
Most items purchased from our store can be returned within the return window below. To be eligible, your item should be in the condition you received it in, with any original packaging where possible. You'll also need your order number, which you can find in your order confirmation email.
RETURN WINDOW
You have 30 days from the day your order is delivered to request a return. If more than 30 days have passed since delivery, we're unfortunately unable to offer a refund or exchange, except where required by applicable consumer law.
CONDITION OF RETURNED ITEMS
Returned items should be unused where possible and include all parts and accessories that came with them. We understand that you sometimes need to try a product to know it isn't right for you. Normal signs of careful testing won't disqualify a return under our satisfaction guarantee. Items that come back damaged through misuse, or missing significant parts for reasons not due to our error, may only qualify for a partial refund.
NON-RETURNABLE ITEMS
For hygiene and safety reasons, a small number of items can't be returned once used, including grooming products in a condition that prevents any reuse and items marked as final sale at the time of purchase. Gift cards are also non-returnable. If you're unsure whether your item qualifies, contact us before shipping anything back and we'll tell you straight away.
DAMAGED OR INCORRECT ITEMS
If your order arrives damaged, defective, or isn't what you ordered, contact us within 7 days of delivery with a photo of the item and your order number. We'll make it right with a replacement or a full refund, including any shipping costs you paid, and we won't ask you to return the item before we've reviewed your case.
EXCHANGES
We don't process direct exchanges. If you'd like a different item, the fastest route is to request a return for the original and place a new order for the one you want.
REFUND PROCESS
1. Contact us with your order number and let us know you'd like a return.
2. We'll reply with return instructions.
3. Once your return is received and inspected, we'll email you to confirm whether the refund is approved.
4. Approved refunds are issued to your original payment method.
REFUND TIMING
Approved refunds are processed within 14 days of us receiving your return (or receiving proof that you've shipped it). Depending on your bank or card issuer, it can take a few additional business days for the amount to appear on your statement. If more than 15 business days have passed since your refund was approved and you still don't see it, contact us and we'll chase it.
RETURN SHIPPING
Return shipping costs are the customer's responsibility, unless the return is due to our error (damaged, defective or incorrect items). We recommend using a tracked shipping method, because we can't issue refunds for returns that are lost in transit without proof of shipment.
ORDER CANCELLATIONS
Need to cancel? Contact us as soon as possible. If your order hasn't shipped yet, we'll cancel it and refund you in full. Once an order has shipped, it can no longer be cancelled, but you can return it under this policy after it arrives.
SALE ITEMS
Discounted and promotional items can be returned just like full-price items, unless they were clearly marked as final sale at the time of purchase. Refunds are issued for the amount actually paid.
CONTACT FOR RETURN REQUESTS
For all returns, cancellations and refund questions, reach us at support@petidy.shop or through the contact form on our website. Include your order number for a faster reply.
