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RETURN AND CANCELLATION POLICY
Return and Cancellation Policies
Petito - Online Pet Products Platform
Effective Date: June 7, 2025
Last Updated: June 7, 2025
1. Introduction and Policy Overview
At Petito, we are committed to ensuring your complete satisfaction with every purchase. We understand that finding the right products for your beloved pets is essential, and sometimes items may not meet your, expectations or your pet's specific needs. This Return and Cancellation Policy outlines our comprehensive procedures for returns,exchanges, cancellations, and refunds to provide you with confidence and peace of mind when shopping with us.
This policy applies to all products purchased through our Platform, including our website and mobile application. By purchasing Petito, you acknowledge that you have read, understood, and agree to abide by the terms and conditions outlined in this policy. We strive to make the return and exchange process as convenient and straightforward as possible while maintaining the highest standards of product quality and safety for all our customers. Our customer service team can always answer any questions or concerns regarding returns, exchanges, or refunds.
Certain products may have specific return restrictions due to health, safety, or regulatory requirements. These restrictions will be indicated in the product description and are outlined in detail within this policy.
2. General Return Policy
Return Window: We offer a generous 60-day return window for most products, calculated from the date of delivery to your specified address. This extended timeframe allows you adequate opportunity to evaluate products and determine their suitability for your pet's needs.
Product Condition Requirements: To be eligible for return, products must be in their original condition, unused, and in the original packaging with all tags, labels, and accessories intact. We understand that some evaluation may be necessary to determine product suitability, but products that show signs of excessive use, damage, or wear beyond normal inspection will
not be accepted for return.
Original Packaging and Documentation: All returned items must include the original packaging, instruction manuals, warranty cards, and any promotional materials that were included with the product. Products returned without complete original packaging may be subject to a restocking fee or may not be eligible for full refund.
Proof of Purchase: A valid proof of purchase is required for all returns. This includes your order confirmation email, receipt, or invoice. Suppose you cannot locate your proof of purchase. In that case, our customer service team may be able to assist you in retrieving your order information using your account details or payment information.
3. Product-Specific Return Guidelines
Pet Food and Treats: Pet food and treat returns are accepted within 60 days of delivery, provided the products are unopened and in their original sealed packaging. For opened pet food or treats, returns may be accepted in cases where your pet has an adverse reaction or the product does not meet quality standards, subject to our evaluation and approval.
If your pet experiences any adverse reaction to food or treats purchased from our Platform, please discontinue use immediately and consult with your veterinarian. We may request veterinary documentation for health-related returns and will work with you to resolve the issue promptly.
Perishable items, including fresh or frozen pet foods, must be returned within 7 days of delivery and require special handling procedures. Please contact our customer service team immediately if you need to return perishable items. Health and Wellness Products: Supplements, vitamins, medications, and other healthrelated products may be returned within 60 days if unopened and in original packaging. Opened health products cannot be returned due to safety and regulatory requirements, except in cases of product defects or adverse reactions with proper documentation. For prescription medications or veterinary-prescribed products, returns are generally not accepted due to regulatory restrictions. However, we will work with you to address any issues related to product quality or shipping errors.
Toys and Accessories: Pet toys, collars, leashes, bedding, and accessories may be returned within 60 days if unused and in original condition. However, for hygiene and safety reasons, items that show signs of pet use, chewing, or normal wear cannot be returned.
Electronic products such as training devices, GPS trackers, or automated feeders must be returned in original packaging with all components, cables, and documentation included. These items may be subject to manufacturer warranty terms in addition to our return policy.
Grooming and Hygiene Products: Unopened grooming products, shampoos, and hygiene items may be returned within 60 days. Opened products cannot be returned due to hygiene considerations, except in cases of product defects or adverse skin reactions with appropriate documentation.
Clothing and Costumes: Pet clothing, costumes, and seasonal items may be returned within 60 days if unworn and in original condition with tags attached. Items that have been worn, altered, or show signs of pet hair orodor cannot be returned for hygiene reasons.
4. Non-Returnable Items,
Certain products cannot be returned due to health, safety, hygiene, or regulatory requirements. These non-returnable items include but are not limited to:
Health and Safety Restrictions: Opened pet medications, prescription items, and veterinary-prescribed products cannot be returned due to regulatory requirements and safety concerns. Custom-compounded medications or special-order health products are also non-returnable.
Hygiene and Contamination Concerns: Used grooming products, opened food items (except in cases of adverse reactions), used bedding or fabric items that cannot be adequately sanitized, and any products that have come into contact with bodily fluids are not eligible for return.
Personalized and Custom Items: Products that have been personalized, engraved, or custom-made specifically for your pet cannot be returned unless there is a manufacturing defect or error in customization. This includes custom pet tags, personalized bedding, and made-to-order items.
Digital Products and Services: Digital downloads, online training courses, virtual consultations, and subscription services cannot be returned once accessed or used. However, we may offer credits or alternative solutions in cases of technical issues or service problems.
Perishable and Time-Sensitive Items: Live plants, fresh foods, and other perishable items that have exceeded their return window or have deteriorated due to normal aging cannot be returned.
Initiating a Return: To initiate a return, please get in touch with our customer service team through your account portal, email, or phone within the applicable return window. Our team will guide you through the return process and provide you with a Return Merchandise Authorization (RMA) number and detailed instructions. When contacting us, please have your order number, product details, and reason for return ready to expedite the process. Our customer service representatives will review your request and determine the appropriate return method based on the product type and circumstances.
Return Shipping Methods: We offer multiple return shipping options to accommodate your needs and preferences. For most returns, we provide prepaid return shipping labels that can be printed from your account or emailed to you. Simply package the item securely and attach the provided label.We may arrange special pickup services or provide alternative return instructions for large or heavy items. International customers may have different return shipping procedures, which our customer service team will explain.
Packaging Requirements: Please package returned items carefully to prevent damage during transit. Use the original packaging when possible, or similar protective packaging if the original is not available. Include all original components, accessories, and documentation.
Fragile items should be wrapped securely with appropriate cushioning materials. We recommend using tracking and insurance for valuable returns, especially if you are not using our prepaid return labels.
Return Processing Timeline: Once we receive your returned item, our team will inspect it within 3-5 business days to ensure it meets our return criteria. You will receive an email confirmation when your return is received and another notification once the inspection is complete.
If your return is approved, refunds will be processed within 5-7 business days. The time it takes for the refund to appear in your account depends on your payment method and financial institution, typically 3-10 business days for credit cards and 1-3 business days for digital payment methods.
6. Exchange Policy
Product Exchanges: We offer product exchanges for items of equal or lesser value within our 60-day return window. Exchanges are subject to product availability and must meet the same condition requirements as returns.
If you wish to exchange for an item of greater value, you will be responsible
for paying the price difference.
Size and Color Exchanges: We offer free exchanges within the return window for items available in multiple sizes or colors, provided the original item is unused and in original condition. This is particularly helpful for pet clothing, collars, and accessories where sizing may be uncertain.
Defective Product Exchanges: If you receive a defective or damaged product, we will expedite a replacement at no additional cost to you. Please contact us immediately upon discovering any defects, and we will arrange for the defective item to be returned and a replacement to be sent as quickly as possible.
Exchange Processing: To request an exchange, follow the same process as returns by contacting our customer service team. We will provide you with exchange instructions and, when possible, ship the replacement item before receiving the original to minimize any inconvenience.
7. Refund Policy and Procedures
Refund Methods: Refunds will be issued to the original payment method used for the purchase. Credit card refunds typically appear within 3-10 business days, while digital payment methods such as PayPal may process more quickly. Refunds will be issued as store credit for purchases made with gift cards or store credit.
Partial Refunds: In certain circumstances, partial refunds may be issued for items that are returned in less than perfect condition but still acceptable for resale. This may include items with minor packaging damage, missing non-essential accessories, or products returned outside the standard return window but within reasonable limits.
Refund Deductions: Original shipping charges are non-refundable unless the return is due to our error or a defective product. If you used a promotional discount or coupon on your original purchase, the refund amount will reflect the actual amount paid after discounts.
For returns that require special handling or processing, a restocking fee of up to 15% may be applied. This typically applies to large items, special orders, or products that require additional inspection or reconditioning before resale.
International Refunds: For international customers, refunds will be issued in the original purchase currency. Please note that currency exchange rates may affect the final refund amount, and any international transaction fees your bank charges are not refundable.
8. Order Cancellation Policy
Pre-Shipment Cancellations: Orders may be cancelled without penalty if the cancellation request is received before the order has been processed and shipped. Most orders are processed within 24-48 hours, so cancellation requests should be submitted as soon as possible. To cancel an order, log into your account and navigate to your order history, or contact our customer service team immediately. If your order has already been processed for shipping, it cannot be cancelled, but you may return the items once received according to our standard return policy.
Subscription and Recurring Order Cancellations: Subscription services and recurring deliveries may be cancelled at any time through your account settings or by contacting customer service. Cancellations will take effect with the next scheduled delivery, and you will receive confirmation of the cancellation. If you cancel a subscription service, you will continue receiving deliveries until your current billing cycle ends. No refunds will be provided for the current billing period, but future charges will be stopped.
Special Order Cancellations: Custom orders, personalized items, and special requests may have different cancellation policies depending on the production stage. Once production has begun on custom items, cancellation may not be possible, or cancellation fees may apply.
9. Damaged or Defective Products
Reporting Damage: If you receive damaged or defective products, please contact us within 48 hours of delivery with photos of the damage and packaging. This helps us identify shipping issues and work with our carriers to prevent future problems. We will arrange for immediate replacement or refund of damaged items at no cost to you. In most cases, you will not need to return damaged items unless specifically requested by our customer service team.
Manufacturing Defects: Products with manufacturing defects will be replaced or refunded promptly, regardless of the time since purchase, within reasonable limits. We work closely with our suppliers to ensure quality control, but if defects occur, we take full responsibility for resolution.
Quality Guarantee: We stand behind the quality of all products sold through our Platform. If any product fails to meet your expectations due to quality issues, please get in touch with us for assistance. We may request photos or additional information to help us address quality
concerns with our suppliers.
10. Special Circumstances and Exceptions
Pet Health Emergencies: In cases where a product may have contributed to a pet health emergency, we will work with you and your veterinarian to address the situation immediately. Please seek veterinary care first, then contact us with details and any relevant veterinary documentation.
We may expedite refunds or provide additional compensation in verified cases of product-related health issues, and we will investigate the matter thoroughly to prevent similar incidents.
Shipping Errors: If you receive incorrect items due to our shipping error, we will arrange for immediate correction at no cost to you. This includes sending the correct items and providing prepaid return labels for any incorrect items received.
Weather and Natural Disasters: We understand that extreme weather conditions or natural disasters may affect your ability to receive or return packages. In such circumstances, we will work with you to extend return windows or make alternative arrangements as needed.
Military Deployment: For customers who are deployed military personnel, we offer extended return windows and special accommodation for returns. Please contact our customer service team with your deployment information for assistance.
11. Customer Service and Support
Contact Information: Our customer service team is available to assist you with all return and cancellation inquiries. You can reach us through multiple channels:
Email: [email protected]
Phone: +90 533 325 62 92
Response Times: We strive to respond to all return and cancellation inquiries within 24 hours during business days. Complex cases may require additional time for research and resolution, but we will keep you informed throughout the process.
Escalation Process: If you are not satisfied with the initial resolution of your return or cancellation request, you may request to speak with a supervisor or manager. We are committed to finding fair and reasonable solutions for all customer concerns.
12. Policy Updates and Modifications
This Return and Cancellation Policy may be updated periodically to reflect changes in our business practices, legal requirements, or customer feedback. We will notify customers of significant policy changes through email or prominent notices on our Platform.
Your continued use of our Platform after policy updates constitutes acceptance of the revised terms. We encourage you to review this policy periodically to stay informed of any changes that may affect your purchases.
13. Legal Compliance and Consumer Rights
This policy is designed to comply with applicable consumer protection laws and regulations. In jurisdictions where local laws provide greater consumer protections than outlined in this policy, those local laws will take precedence.
Nothing in this policy limits your statutory rights as a consumer, including rights related to product warranties, consumer guarantees, or other legal protections that may apply in your jurisdiction. We appreciate your business and are committed to providing exceptional customer service. If you have any questions about this Return and Cancellation Policy, please don't hesitate to contact our customer service team.