PetzMatter Policy

Refund Policy

Refund Policy

Last updated: April 2026

At Petlyvo, your satisfaction is our priority. If you are not completely happy with your purchase, we're here to help.

Returns

We accept returns within 30 days of the delivery date. To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it.
  • In its original packaging.
  • Accompanied by proof of purchase (e.g. your order confirmation email).

Certain items are exempt from being returned, including perishable goods, personalised items, and products that have been opened for hygiene reasons (such as certain pet care products). Please check the product listing before purchasing.

How to Initiate a Return

To start a return, please contact us with your order number and reason for return. Our team will provide you with return instructions. Please do not send items back without first contacting us.

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that your bank or card provider may take additional time to process the refund.

Damaged or Faulty Items

If you receive a damaged or faulty item, please contact us within 48 hours of delivery with photos of the issue. We will arrange a replacement or full refund at no additional cost to you.

Wrong Item Received

If you received the wrong item, please contact us immediately. We will arrange for the correct item to be sent to you and cover any associated return shipping costs.

Non-Refundable Items

  • Gift cards
  • Downloadable or digital products
  • Items returned after 30 days
  • Items not in original condition or packaging

Contact Us

If you have any questions about our Refund Policy, please contact us and we'll be happy to assist.