Return & Refund Policy

At PETTERZ, your satisfaction is our priority. If you're not completely happy with your purchase, we're here to help.

Returns

You may request a return within 30 days of receiving your order. To be eligible, the item must be unused, in its original condition, and returned in its original packaging.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless they arrive damaged or defective:

• Pet food and treats

• Grooming and hygiene products that have been opened or used

• Personalized or custom-made items

• Gift cards

Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery. Include clear photos of the item and packaging so we can resolve the issue as quickly as possible.

Refunds

Once your returned item has been received and inspected, we'll notify you of the outcome. If approved, your refund will be processed to your original payment method. Depending on your bank or payment provider, it may take 5–10 business days for the refund to appear.

Exchanges

We only replace items that are defective, damaged, or incorrect. If you need an exchange, please contact our support team with your order details.

Return Shipping

If the return is due to our error (such as a damaged, defective, or incorrect item), we will cover the return shipping costs. For all other returns, the customer is responsible for return shipping unless otherwise stated.

Need Help?

If you have any questions regarding returns or refunds, please use the contact form on our Contact Us page. Our support team will be happy to assist you.