Refund policy
Refund & Return Policy
We want you and your pet to love your order. If something isn't right, we're here to help.
30-day returns
You may request a return within 30 days of receiving your item. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging where possible.
How to start a return
Email us at support@petssy.net with your order number and the reason for the return. We will reply with return instructions and the return address. Items sent back without first contacting us cannot be accepted.
Damaged, defective or wrong items
If your item arrives damaged, defective or is not what you ordered, contact us within 14 days of delivery with your order number and photos of the item and packaging. We will send a replacement or issue a full refund at no extra cost to you.
Return shipping
For returns due to a change of mind, the customer is responsible for return shipping costs. For damaged, defective or incorrect items, we cover the return shipping.
Non-returnable items
- Used grooming items, toothbrushes and other hygiene products
- Opened consumables such as shampoos, wipes, pads and treats
- Gift cards
Refunds
Once we receive and inspect your return, we will email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may need additional time to post the refund.
Exchanges
The fastest way to get a different item is to return the one you have and place a new order.
Cancellations
Orders can be canceled free of charge before they ship. Contact us as soon as possible at support@petssy.net.