Refund policy
Last updated: September 6, 2026
Petova wants you to be happy with your order. Because we fulfill via international dropshipping, please read this policy carefully before buying.
Where we ship
We currently focus on United States, Canada, United Kingdom, Germany, France, and the Netherlands. Orders outside these regions may not be accepted.
Returns & refunds (30 days)
You may request a return within 30 days of delivery if the item is unused, in original condition, and in resalable packaging (when applicable).
- Defective / wrong / damaged item: Contact us within 7 days of delivery with order number + photos. We will offer a replacement or refund after we confirm the issue. Return shipping for verified defects is covered by us (label or prepaid instruction provided).
- Change of mind: You may request a return within 30 days. Buyer pays return shipping. Refunds are issued after we receive and inspect the item (usually within 5–10 business days of arrival at our return address). Original outbound shipping is non-refundable unless required by law.
Non-returnable
- Opened consumables / hygiene-sensitive items (where sealed packaging was broken), unless defective
- Items damaged by misuse after delivery
- Free gifts or promotional add-ons
How to start a return
- Email support@petova.pet (or the contact email on your order confirmation) with your order number and reason.
- Wait for return approval and the return address / label instructions. Do not ship returns without approval — unapproved parcels may be refused.
- Ship the item back. Keep tracking until we confirm receipt.
Refunds
Approved refunds are returned to the original payment method. Processing time depends on your bank/card issuer (often 5–10 business days after we issue the refund).
EU / UK consumer rights
If you shop from the EU or UK, nothing in this policy limits any mandatory rights you have under applicable consumer law (including cooling-off / withdrawal rights where they apply). Where local law requires a more favorable term, that law prevails.
Questions
Contact us before ordering if you are unsure about sizing, materials, or shipping times — we are happy to help.