🔄 Refund & Returns Policy – Petilly
We want both you and your pet to be happy with your purchase. If something isn’t quite right, we’re here to help.
📦 1. Return Window
You may return unused, unopened items within 30 days of receiving your order.
To be eligible for a return, your item must:
- Be unused and in the same condition you received it
- Be in the original packaging
- Include proof of purchase (order number or invoice)
🚫 2. Non-Returnable Items
We cannot accept returns on:
- Perishable pet food or treats once opened
- Used grooming or hygiene products
- Gift cards or promotional items
🧾 3. How to Request a Return
- Email us at hello@petilly.com with your order number and the reason for return
- We’ll review and send you instructions within 24–48 hours
- You will be responsible for return shipping costs (unless the item arrived damaged or incorrect)
- Once we receive and inspect your return, we’ll notify you of the approval and refund
💳 4. Refunds
If your return is approved:
- A refund will be issued to your original payment method
- Processing time: 3–5 business days after we receive the returned item
- You’ll receive a confirmation email once your refund is processed
❗ 5. Damaged or Incorrect Items
If your item arrived damaged or you received the wrong product:
- Contact us within 7 days of delivery at hello@petilly.com
- Include a photo of the item and packaging
- We’ll send a replacement or offer a full refund at no extra cost
ℹ️ 6. Questions?
We’re here to help!
If you’re unsure whether your item qualifies for a return or have any other questions:
📧 hello@petilly.com
We respond within 1 business day.
