Refund Policy

Return policy

If you want to make a product, Petboutique, once the practice has started, will send the courier directly to your home to collect the package and you will no longer have to worry about anything, just follow this simple procedure:

    • Contact us via email ( indicating the order number in the subject;
    • Briefly describe the reason for the return;
    • Wait for customer service communication regarding your request.
    • At the receipt of the return you will be sent an email from with the letter of car to shipping, which you will have to attack on the package (in a legible way) before delivering it to the courier who will come to collect the package at the address indicated by you even if different from the original delivery address:
  • If you prefer you can also choose a courier of your trust.


  1. Do not use the product, do not detach the label and do not open the package, because in this case we will no longer be able to accept the return;
  2. Pack the product in the box where you received it or in any other suitable box, NOT Use too light or weak packaging, the product could damage;
  3. Write the address on the package, in this way if the shipping label should detach or go lost, the package will come to us anyway:

Petboutique by Rapan S.r.l.
Via Sarson 161 36061 Bassano del Grappa (VI)

If the product you purchased seems defective to you, contact us and we will help you in solving the problem. Refund reimbursements for tampered products will not be accepted as it would be impossible to determine whether the malfunction is due to a factory defect in the product or to incorrect use.

The reimbursement practice will take place after receipt of the Paco at our warehouse and control of the goods sent using the same payment method.

For the return not attributable to the discrepancy or non -compliance of the product, shipping costs will be borne. This amount will be previously communicated to you and reduced by the amount of the refund.

In the case of replacement of a product for incorrect purchase, shipping costs will be borne.

Following a return, if you want to opt for a purchase voucher for a future purchase, the shipping costs for the return will be honored by Petboutique.

ATTENTION: If the product you have purchased comes broken, damaged or not compliant with respect to what is ordered, the return will be completely free, as well as the new order issued for the replacement of the items covered by the return.

The responsibility for the shipment of the product is of the customer until the same reception by Petboutique. So in case of loss, damage for bad packaging or delays of delivery at our warehouse (over the 14th day from the date of receipt) the return practice cannot be accepted.


The customer is also required to verify the integrity of the goods upon receipt: the complaints deriving from transport damage must be communicated in writing within 3 days of receipt. Customers are invited to sign with reserve when the hills seem, even if only slightly, damaged.

The following rules apply to the right of withdrawal:

  • The customer must be a private individual.
  • The product must be intact, complete with all its parts, including packaging.
  • The rendering goods cannot be a customized or customized article (Legislative Decree 22 May 1999, n. 185, 3. Unless otherwise agreed between the parties, the consumer cannot exercise the right of withdrawal provided for contracts: for the supply of Tailor -made or clearly customized assets that, by their nature, cannot be sent back or risk deteriorating or altering quickly).
  • The goods will be returned using an insured shipment by express courier.
  • The goods must be made within 10 days from the communication of the acceptance of the exercise of the withdrawal, to the address communicated at the same time as the same communication.
Banking evasion times to the customer:

Where the procedure indicated above will be followed correctly, the crediting on the customer's bank account will be carried out within 30 working days of receipt of the goods; The accredited amount will be equal to that paid.

Request for cancellation of an order

Orders can be canceled, only if not yet delivered to the courier.

In the event that a customer wants to cancel an order, the same will be canceled with a 5% reduction compared to the total cost of the transaction including the shipping cost (payment costs made by the payment gateway eg PayPal) and a further 3 % on the cost of the goods alone, if the order had already been worked (package ready for shipping).