At Petlly Shop, we want you and your pet to feel confident when shopping with us. If something isn't right with your order, this policy explains how returns, refunds, damaged items, defective products, exchanges, and order cancellations are handled.

30-Day Return Window

You may request a return within 30 days after delivery.

To be eligible for a return, the item should be:

• Unused
• Clean
• Unwashed
• Undamaged
• Free from pet hair, stains, odors, or visible signs of use
• In its original packaging where possible
• Returned with original accessories and included parts where applicable

Some products may have additional return restrictions for health, hygiene, or safety reasons.

How to Start a Return

Before sending any product back, please contact Petlly Shop Support at:

Email: nafiasultana517@gmail.com

Please include:

• Order number
• Email address used at checkout
• Product name
• Reason for the return

For damaged, defective, incorrect, or exchange requests, we may ask you to provide photos or a short video showing the product and its condition.

Please do not send a return package before receiving return approval and instructions from our support team.

Unauthorized returns may not be processed.

Return Request & Condition Verification

Before approving a return, our support team may request a short video showing:

• The complete product
• The product's current condition
• Original packaging
• Accessories and included parts

Please send any requested photos or videos to:

nafiasultana517@gmail.com

Our team will review the information and confirm whether the item qualifies for a return.

Once your return is approved, we will provide the applicable return instructions.

Return Conditions

Returned products should:

• Be unused and clean
• Be unwashed
• Be free from pet hair, stains, odors, and visible damage
• Include original packaging where possible
• Include accessories, inserts, and other included parts where applicable
• Be in a condition that allows the item to be safely restocked

Products that show signs of use or cannot be safely resold may not qualify for a refund.

Non-Returnable Items

The following items may not be eligible for return:

• Used grooming products
• Opened wipes or hygiene products
• Items with pet hair, stains, odors, or visible wear
• Personalized or customized products
• Gift cards
• Clearance or final-sale items when clearly marked
• Products damaged through misuse, improper cleaning, or normal wear and tear

Customer-Preference Returns

Returns requested because of customer preference may include:

• Wrong size selected
• Wrong color selected
• Changed your mind
• No longer needed
• Ordered by mistake

For these types of returns, the customer is responsible for:

• Return shipping costs
• Any applicable shipping fees

Original shipping charges are non-refundable once an order has shipped.

A 25% restocking fee may be deducted from the approved refund amount for eligible customer-preference returns.

Returned items must be unused, clean, unwashed, free from pet hair, stains, odors, and damage, and should include the original packaging and accessories where applicable.

Damaged, Defective, or Incorrect Items

If your order arrives:

• Damaged
• Defective
• Incorrect
• Missing parts

please contact us at nafiasultana517@gmail.com within 7 days of delivery.

Please include your order number and clear photos or video showing the issue.

After reviewing your request, we may offer an appropriate resolution, which may include a replacement, refund, or another available solution.

Refund Process

Once we receive your approved return, the item will be inspected.

After inspection, we will notify you whether your refund has been approved.

If approved:

• The refund will be issued to your original payment method.
• Applicable deductions, such as an approved restocking fee, may be deducted from the refund.
• Your bank or payment provider may require approximately 5–10 business days to post the refund to your account after we issue it.

The exact time for the refund to appear may vary depending on your payment provider.

Exchanges

Exchange requests are subject to product availability.

Before approving an exchange, we may ask you to provide a short video or photos showing that the product is:

• Unused
• Clean
• Unwashed
• Undamaged
• With original packaging and accessories where applicable

Please send requested information to:

nafiasultana517@gmail.com

Our support team will review your request and provide exchange instructions if the exchange is approved.

Customers are responsible for return shipping costs for preference-based exchanges unless the item received was defective, damaged, or incorrect.

Important Return Reminder

Please do not ship any product back before receiving approval from Petlly Shop Support.

All returns must be reviewed and approved before a return address or return instructions are provided.

This helps us properly identify your order and process your return efficiently.

Order Cancellations

Orders may only be canceled before processing or shipping begins.

Once an order has entered processing or has been shipped, it may no longer be canceled. If eligible, you may instead request a return according to the terms of this policy.

To request a cancellation, contact us as soon as possible at:

nafiasultana517@gmail.com

Please include your order number and the email address used at checkout.

Contact Information

Store: Petlly Shop
Store Owner: JADYN HUNTER
Business Address: 1013 PAW PAW PL, Dover, DE 19901, United States
Email: nafiasultana517@gmail.com
Support Hours: Monday–Friday, 9:00 AM–7:00 PM

Customer Support:
nafiasultana517@gmail.com