Refunds & Returns
Refund and Warranty Policy at Petzii.io
At Petzii.io, we strive to ensure your satisfaction with every purchase. Below are our updated policies regarding order cancellations, refunds, returns, and warranties.
Order Cancellation
- You can cancel your order before it is shipped. Once the packaging and shipping process begins, cancellations are no longer possible.
Refund Policy
- Eligibility: Refund requests can be submitted within 30 business days after your order is delivered. If your refund request is approved, the refund will be processed within 14 days.
-
Circumstances Not Eligible for a Full Refund:
- Incorrect shipping address provided by the customer.
- Delays or non-arrival due to exceptional circumstances beyond our control (e.g., customs issues, natural disasters).
- Shipping Charges: We do not refund any shipping charges.
- Restocking Fee: A 15% restocking fee applies to all returns.
Return Policy
- Eligibility: Returns are accepted within 30 calendar days if the product is unused, in its original packaging, and includes all accessories.
- Return Shipping Costs: Customers are responsible for return shipping costs unless the return is due to an error on our part or a defective product.
-
Return Process:
- Contact us with your order number and reason for return.
- Provide a photo of the received product.
- Upon approval, ship the product back to us within 3 calendar days. Include the tracking number.
- After receiving and inspecting the returned item, we will issue a refund, minus the 15% restocking fee.
Reasons Not Supporting Return
| Return Reason | Note |
|---|---|
| Arrived too late | Returns not supported if delivery is delayed due to factors beyond our control. |
| Don’t want/need/like it | Returns not supported for change of mind, ordering by mistake, or finding a better price. |
| Does not meet expectations | Returns not supported for unmet expectations, high shipping costs, or finding better products. |
| Missing manual or non-standard manual | Contact us for an electronic or video manual. |
| User’s error | Returns not supported for damage caused by user error or buying the wrong item. |
Defective Products Return Policy
- Eligibility: Defective products must be returned within 14 days from the shipment date.
- Restocking Fee: A maximum 25% restocking fee may apply if return conditions are not met.
- Shipping Charges: Shipping and handling charges are non-refundable for defective product returns.
- Warranty Void: The warranty is void if serial tags, product stickers, or seals are removed, altered, or tampered with. Mishandling, improper use, or defacing the product also voids the warranty.
Product Guarantee
- We offer a 2-year parts guarantee on most items, with some exceptions ranging from 1 to 10 years. The specific guarantee period for each product is listed in its description.
Need Assistance?
If you have any questions or need help with your return, refund, or warranty, please contact our customer service team. We are here to ensure a satisfactory resolution to any issues you may encounter.