Refund policy

We want you to be happy with your order. This policy explains how returns, refunds, exchanges, and cancellations work at Petlly Shop.

1. Returns

You can request a return within 30 days after your order is delivered. To qualify, the item must be:

• Unused and in the same condition as when you received it
• In its original packaging, with all parts and accessories included

Before you send anything back, please email us at support@petlly.shop. We will confirm your request and reply with a return authorization number (RMA) and our return address. Packages that arrive without an RMA number may be refused.

2. Items We Cannot Accept for Return

For hygiene and safety reasons, we are unable to accept the following:

• Opened or used pet wipes and other consumable items
• Grooming tools, brushes, collars, or clothing that show signs of use, such as pet hair, dirt, odor, or stains
• Personalized or engraved items made to your order, unless they arrive defective or incorrect
• Gift cards

Items that arrive damaged, defective, or incorrect are always eligible for a remedy. See Section 4.

3. Return Shipping

Change of mind. If you are returning an item because you changed your mind or it did not meet your expectations, you are responsible for the cost of return shipping. The original shipping fee ($4.99) is non-refundable. We do not charge a restocking fee.

Damaged, defective, or incorrect items. If we sent you a damaged, defective, or incorrect item, we will cover the return shipping cost. At our discretion, we may instead arrange a replacement or a refund without asking you to send the item back.

We recommend using a trackable shipping service and keeping your tracking number, since we are not responsible for packages lost while on their way back to us.

Return address:

Petlly Shop
Suite 313, 20 Haypress Road
Cranbury, NJ 08512, United States

Please do not ship any item to this address without an RMA number.

4. Damaged, Defective, or Incorrect Items

• If your order arrives damaged or you received the wrong item, please contact us within 7 days of delivery.
• If an item turns out to be defective, please contact us within 30 days of delivery.

Email support@petlly.shop and include:

• Your order number
• Clear photos of the item and its packaging

We will review your request and offer a replacement or a refund.

5. Refunds

Once we receive and inspect your return, we will email you with the result.

• Approved refunds are sent to your original payment method within 10 business days.
• Your bank or card issuer may need extra time before the refund appears on your statement.
• Sale and discounted items follow the same return rules as regular-priced items.

If we approve a refund without requiring a return, it is also issued within 10 business days of approval.

6. Exchanges

If your item arrives damaged, defective, or incorrect, we can send a replacement of the same item, subject to availability. If a replacement is not available, we will issue a refund instead.

If you would like a different color, size, or item, please return the original item under this policy and place a new order for the one you want.

7. Order Cancellations

You can request a cancellation by emailing support@petlly.shop with your order number. We can cancel orders that have not yet shipped. Once an order has shipped, it cannot be cancelled, but you may return it under this policy.

8. Late or Missing Refunds

If your refund has not arrived within the time stated above:

1. Check your bank account again.
2. Contact your card issuer or bank.
3. If you still have not received it, contact us at support@petlly.shop.

9. Contact Us

Petlly Shop
Email: support@petlly.shop
Phone: +1 (253) 987-8906
Address: Suite 313, 20 Haypress Road, Cranbury, NJ 08512, United States
Support Hours: Monday to Friday, 9:00 AM to 7:00 PM (Eastern Time)

We aim to respond within 24–48 business hours.