Return and Refund Policy
We offer a 30-day return policy. You have 30 days from receiving your order to contact us and request a return.
To be eligible for a return, your item must be in the same condition in which you received it: unused, with its tags, and in its original packaging. Proof of purchase (order confirmation or invoice) is required.
To initiate a return, contact us at contact@petzeals.com with your order number and the reason for the return. Our team will respond within 24 to 48 hours with instructions. Returns made without prior agreement from our customer service will not be accepted.
Petzeal covers return shipping costs.
Damages and Delivery Errors
Inspect your order upon receipt. If an item is defective, damaged, or if you received the wrong product, contact us immediately at contact@petzeals.com with a photo of the issue. We will process your request as a priority.
Non-Returnable Items
- Personalized products (with name, photo, or engraving on request)
- Opened or used hygiene products
- Final sale items
- Gift cards
If in doubt about an item's eligibility, contact us before returning it.
Exchanges
For an exchange, return the item via the process above, then place a new separate order. This is the fastest way to get the right product.
Right of Withdrawal — EU Residents
Under EU Directive 2011/83/EU, EU consumers have a legal 14-day right of withdrawal. Our commercial return policy of 30 days significantly exceeds this legal minimum. The item must be returned in its original condition, unused, with packaging and tags. This right does not apply to personalized products.
Refunds
Once your return is received and verified, we will notify you by email of acceptance or rejection. If accepted, the refund is processed to your original payment method within 10 business days. The time it takes to appear on your statement may vary depending on your bank or card issuer.
If you have not received your refund after 15 business days, contact us at contact@petzeals.com.