Refund policy
At Petoriz, we want you and your pets to be happy with your purchase. If you're not completely satisfied with your order, we're here to help.
1. 30-Day Return Policy
You have 30 days from the date you receive your order to request a return.
To be eligible for a return:
- The item must be unused and in the same condition that you received it.
- The item must be in its original packaging, when applicable.
- You must provide your order number and proof of purchase.
- The return request must be submitted within 30 days of delivery.
Items returned without prior approval may not be accepted.
2. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If you receive an item that is:
- Damaged
- Defective
- Incorrect
- Missing parts
please contact us within 7 days of delivery at support@petoriz.com.
Please include:
- Your order number
- A description of the problem
- Clear photos or a short video showing the issue
If the issue is confirmed, we may offer a replacement, store credit, or full refund, depending on the circumstances.
3. Return Shipping
If the return is due to a wrong, damaged, or defective item, Petoriz will provide return instructions and may cover the applicable return shipping costs.
For returns due to change of mind, incorrect size, or personal preference, the customer may be responsible for return shipping costs.
4. Non-Returnable Items
Certain products cannot be returned, including:
- Personalized or customized products
- Gift cards
- Clearance or final-sale items
- Products that have been used, washed, damaged, or altered by the customer
This does not affect your rights if an item arrives defective, damaged, or incorrect.
5. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Approved refunds will generally be processed within 5–10 business days. Your bank or payment provider may require additional time to process and display the refund in your account.
6. Exchanges
We generally do not offer direct exchanges.
If you need a different size, color, or product, please contact us. We may recommend returning the original item and placing a new order.
7. Order Cancellations
If you need to cancel your order, please contact us as soon as possible at:
We can only cancel an order if it has not already been processed or shipped.
Once an order has been shipped, it cannot normally be cancelled and must follow our return policy.
8. Late or Missing Refunds
If you haven't received your refund after it has been approved:
- Check your bank or payment account.
- Contact your payment provider.
- Contact us at support@petoriz.com if you still haven't received it.
Refund processing times can vary depending on your bank or payment provider.
9. How to Start a Return
To request a return, please contact us at:
Email: support@petoriz.com
Please use the following subject line:
Subject: Return Request – [Order Number]
In your email, please include:
- Your full name
- Order number
- Name of the item you want to return
- Reason for the return
- Photos or videos if the item is damaged or defective
Our support team will review your request and, if the return meets our policy requirements, provide you with the next steps and return instructions.
10. Contact Us
If you have any questions about our Refund & Return Policy, please contact us:
Petoriz
Email: support@petoriz.com
Phone: +1 626-999-0106
Website: petoriz.com