Return & Refund Policy

Thank you for shopping with PETILIO! 🐾

14-Day Return Policy

We accept returns of eligible non-personalized products within 14 days of delivery.

To qualify for a return:

• The item must be unused and in its original condition.

• The item must be returned in its original packaging, with all included accessories.

• Proof of purchase is required.

• Please contact us before returning an item.

Return Shipping Costs

Customers are responsible for return shipping costs for returns due to change of mind or personal preference.

Original shipping charges, if any, are non-refundable except where required by law. 

No restocking fee is charged for eligible returns.

Personalized Products

Personalized and custom-made items are not eligible for returns or exchanges due to change of mind or customer-provided personalization errors.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us promptly with your order number and photos of the issue, if available.

We will work with you to provide an appropriate resolution, including a replacement or refund when applicable, at no additional cost to you.

Order Cancellations

Customers may request cancellation within 15 minutes of placing an order.

After this period, cancellation requests are not guaranteed, particularly for personalized items that have already entered preparation.

Please contact us as soon as possible if you need to change or cancel an order.

Refunds

Once we receive and inspect an eligible return, we will notify you of the refund decision.

Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

How to Request a Return

Please contact us through the Contact page on our website within 14 days of delivery. We will provide return instructions.

Please do not send items back without contacting us first.

This policy does not affect your rights under applicable consumer protection laws.