Refunds & Returns
Refund and Warranty Policy at Petzii.io
At Petzii.io, we are committed to delivering quality products and a seamless shopping experience. Below are our updated policies regarding order cancellations, refunds, returns, and warranties. For all inquiries related to refunds or returns, please email us at hello@petzii.io.
Order Cancellation
- You may cancel your order before it has been shipped. Once the packaging and shipping process has started, cancellations are no longer possible.
Refund Policy
Eligibility:
- Refund requests must be submitted within 10 days of delivery. Items must be unused, in their original packaging, and in the same condition as received.
- Non-returnable items include custom products (e.g., Firepaw treadmills), and gift cards.
Partial Refunds:
- Certain situations allow for only partial refunds (e.g., items not in original condition or damaged due to customer handling).
- Refunds are not provided if the owner is unable to use the product with their dog.
Processing:
- Approved refunds will be processed within 14 business days after we receive the returned item.
- Shipping fees are non-refundable, and customers are responsible for return shipping costs unless the item is defective or we have made an error.
Shipping Responsibility:
Given the value of our products, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Return Policy
Return Eligibility:
- Returns are accepted within 10 calendar days if the product is unused, in its original packaging, and includes all accessories. Some brands may have different return policies.
- For defective items, you must contact us within 7 days of delivery.
Reasons Not Supporting Return:
| Return Reason | Note |
|---|---|
| Arrived too late | Returns are not supported if delivery is delayed due to factors beyond our control. |
| Don’t want/need/like it | Returns are not supported for change of mind, ordering by mistake, or finding a better price. |
| Does not meet expectations | Returns are 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 are not supported for damage caused by user error or purchasing the wrong item. |
Return Shipping Costs:
- Customers are responsible for return shipping unless the return is due to a defective product or a shipping error on our part.
Return Process:
- Contact us at hello@petzii.io with your order number, reason for return, and a photo of the product.
- Ship the item back to us within 3 business days after receiving return approval. Include a tracking number.
- Upon receiving and inspecting the returned item, we will process the refund (minus any applicable fees).
Defective Products Return Policy
Eligibility:
- Defective products must be reported within 7 days of delivery.
- 20% restocking fee applies if items are accepted for return.
Shipping Charges:
- Shipping and handling charges are non-refundable for defective product returns unless the issue is determined to be our fault.
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.
Warranty Policy
We provide warranties according to the following terms:
Dog Treadmills:
- We offer a 1-2 year warranty.
- The warranty covers material or construction defects present at delivery or during normal use within the warranty period.
Exclusions:
- Damage caused by improper use, exceeding weight limits, using non-original parts, improper maintenance, or modifications to the product will void the warranty.
Service and Repairs:
- For warranty claims, please contact us via email, providing proof of purchase and a description of the issue. If a repair is necessary, you will be directed to our service process.
- The warranty will be void if any serial tags, stickers, or seals are tampered with.
If you have further questions or need assistance with a refund, return, or warranty, feel free to contact our customer service team at hello@petzii.io. We are dedicated to resolving any issues you may encounter promptly.