Returns without reason:
We accept returns and exchanges of eligible items in new, unused condition within 30 days of receipt. If the return is due to personal reasons of the buyer (e.g., dislike, unwanted item, incorrect item or size ordered, etc.), the buyer is responsible for the return shipping costs,and we will deduct $20 from the refund amount as a handling fee.
Returns/Exchanges due to Quality issues/ Shipping damage:
If the product has quality defects or is damaged, you can report it via email within 7 business days of receiving the goods, Provide your order number and a short description of the issue
Upload clear photos or videos showing the problem or packaging
Keep the original packaging in case it’s needed for verification. We will offer free exchanges/repairs,and ensure the issue is properly resolved. Reporting email: support@petzylife.com
Return Requirements:
Please ensure that the returned goods are unused and in their original packaging so that we can process your return request smoothly.
The following items are non-returnable:
Clearance or final sale items
Customized or made-to-order products
Items purchased offline or not listed on our website
Items labeled as “Non-Returnable” on their product pages
Items that have been assembled, disassembled, or used
If you have any questions or need further assistance, please feel to contact us, and we will do our best to provide you with a solution.
5.Returned goods will be shipped back to our overseas warehouse; the address will be provided separately (For returns, you can either bring the item directly to our designated return location or send it back via courier).We will process the refund to your account within 3 business days of receiving the returned goods.
Important Notes:
For your convenience, we recommend that you use a shipping method with a tracking number to return the package, as we are not responsible for lost or stolen packages. No refund will be issued without proof of receipt and delivery. You are responsible for return shipping costs, and the shipping costs must be prepaid.
If a customer refuses an order upon delivery or the order is returned due to an “undeliverable” address, a return handling fee will be charged. Unauthorized refusal after delivery is not permitted, and the cost of unauthorized refusal/return will be borne by the buyer.
If you encounter any problems with your order/product/payment, please contact us first. If you return an item without contacting us or without a valid reason for return, we cannot guarantee your refund and will file a complaint according to our policy.
You can cancel your order/items within 2 hours of placing your order by contacting our customer service email (support@petzylife.com). After 2 hours, we cannot guarantee that we can cancel your order. Once your order has been shipped, we will not be able to change/cancel your order.
Reservation of Rights Regarding Returns:
We reserve the right to limit, refuse, and/or reject customer returns at our sole discretion at any time for reasons including:
Abnormal return history or excessive return frequency.
Potential fraud or criminal activity.
Incorrect items sent to us will be discarded upon receipt.
Delivery Failure and Return Policy
If delivery fails due to the recipient being unreachable, incorrect contact information provided, or refusal to accept the package, the order may be returned to us by the carrier.
In this case, the customer will be responsible for the following costs:
Original shipping costs (even if the order qualified for free shipping)
Any return shipping costs charged by the courier company
Any additional fees incurred (e.g., storage fees or redelivery fees)
These costs will be deducted from the final refund amount (if a refund is requested) or must be paid before redelivery is arranged.
Please ensure your contact information and delivery address are accurate and that someone is available to receive the package during delivery.
If you have any questions or special delivery instructions, please contact us immediately after placing your order. By placing an order, you agree to the following terms.
Excessive Returns:
Our customer protection team also handles situations where a customer’s return history may indicate fraudulent activity. In such cases, the customer protection team will contact you to discuss the situation and work with you to resolve the issue or determine whether termination of service is necessary. While we never want to refuse any customer, we must ensure the safety, well-being, and comfort of all our customers globally.