Refund policy

Petively Return & Refund Policy

[Last Updated: 20250923]

At Petively, we are committed to ensuring the complete satisfaction of our customers and their pets. This policy outlines the terms and conditions for returns and refunds. Please review the following information carefully.

1. Return Eligibility

We accept returns for items that are unused, unsoiled, and in their original packaging with all tags attached within 30 days of delivery. Due to the nature of pet products, we cannot accept returns of:

  • Any product that has been used by or given to a pet
  • Items that show signs of wear, damage, or soiling
  • Products without original packaging or tags

2. Return Process

To initiate a return:

  • Contact our customer service team at support1@petively.com within 30 days of delivery
  • Provide your order number and reason for return
  • We will issue a Return Authorization Number and instructions
  • Ship items to the provided address using a tracked shipping method

Please note:

  • Customers are responsible for return shipping costs
  • We recommend using insured shipping as we cannot be responsible for items lost in return transit
  • Original shipping fees are non-refundable

3. Refund Processing

Once we receive and inspect your return:

  • Refunds will be processed to the original payment method within 5 business days
  • Please allow additional time for your financial institution to process the refund
  • Store credit is available upon request and does not expire

4. Damaged or Defective Items

For items damaged during shipping or defective products:

  • Contact us within 14 days of delivery at support1@petively.com
  • Include your order number and clear photos of the issue
  • We will typically send a replacement or issue a refund without requiring return of the item

5. Important Considerations

Processing Times:

  • Orders are processed within 3 business days
  • Shipping takes 12-15 business days via our international carriers
  • These timeframes do not include customs processing delays

Final Sale Items:

  • Clearance and discounted items marked "Final Sale" are not eligible for return

6. Contact Information

For any questions regarding this policy or to initiate a return, please contact us at:
Email: support1@petively.com

We appreciate your understanding of these policies, which help us maintain the quality and safety standards that Petively customers expect.