Refund Policy
Return and Withdrawal Policy – PetBoutique.it
PetBoutique.it recognizes legal rights to its consumer customers and offers additional commercial options, according to the following clear and transparent rules.
1. Legal Right of Withdrawal
PetBoutique.it guarantees customers the right to withdraw from the purchase within 14 days from the date of receipt, as provided by Legislative Decree 206/2005 (Consumer Code, arts. 52-59) and Directive 2011/83/EU on consumer rights.
1.1 Withdrawal Procedure
➡️ You can initiate the withdrawal directly online, without contacting us, by accessing your personal area: Manage your orders
Electronic withdrawal function made available in accordance with EU Directive 2023/2673, effective from June 19, 2026.
Alternatively, you can communicate your intention to withdraw by sending an email to resi@petboutique.it, indicating:
- Order number
- Items subject to withdrawal
- Optional: reason
The request must be made within 14 days of delivery. PetBoutique will send confirmation and return instructions. The return must be made within 14 days of the withdrawal communication.
1.2 Product Conditions
Products intact, unused, in the original packaging, and complete with accessories and informational materials.
Excluded products:
- Perishable goods (dry food, wet food, snacks)
- Customized items requested by the customer (e.g., engraved tags)
- Products that, for hygiene or safety reasons, cannot be returned if opened or used (e.g., pet care products such as shampoo, cleaners, creams, perfumes)
- Promotional items and gift vouchers
2. Damages and Defective Products
Inspect the order upon receipt and contact us immediately at resi@petboutique.it in case of defects, damages, or incorrect items. This way, we can assess the issue and resolve it quickly.
3. Commercial Return / Size Exchange
Commercial return is an optional service, useful for replacements or Size exchanges, not subject to the legal right of withdrawal.
3.1 Return Procedure
Send your request to resi@petboutique.it, indicating:
- Order number
- Item(s) to return
- Reason (optional)
PetBoutique will send detailed return instructions. The customer can choose optional shipping services (home pickup, InPost point).
3.2 Conditions
Products must be intact, unused, in the original packaging, complete with accessories and informational materials. Size exchange: the customer can place a new order independently; the original product must be returned according to the general return conditions. Excluded products: as for legal withdrawal.
4. Refund and Fees
4.1 Methods and Timing
Legal Withdrawal (Section 1): the refund is automatically made using the same payment method used for the purchase, within 14 calendar days from receipt of the returned product.
Commercial Return (Section 3): The refund can be made via a purchase voucher, valid for 60 days, also for sale or clearance items. The cost of return shipping is always borne by the customer.
For more information, contact us at resi@petboutique.it.
4.2 Threshold Fees / Discounts
Fees related to promotional discounts or Free Shipping thresholds apply to both commercial returns and legal withdrawals. If the residual value of the products, after partial return or withdrawal, falls below the required threshold, the discount is no longer applicable and the related cost will be deducted from the refund. This is not a penalty but an adjustment of a threshold promotion.
4.3 Operating Fees
Operating fees (packaging, warehouse labor, financial costs) apply only to commercial returns.
4.4 Optional Shipping Services
- Home pickup: €15 up to 5 kg, €20 up to 15 kg
- InPost Point: €9.80 up to 20 kg
Payment will be agreed with the customer and remains their responsibility, regardless of the type of return/withdrawal.
5. Failure to Pick Up the Package
If the customer does not pick up the package, all costs incurred by PetBoutique related to non-fulfillment will be deducted from the refund:
- Storage fees
- Any redelivery or return fees
- Other costs incurred by the courier
Return shipping costs are always the customer's responsibility.
6. Order Cancellation
➡️ You can request cancellation directly online by accessing your personal area: Manage Your Orders
- Unprocessed orders can be canceled free of charge through the personal area or by contacting resi@petboutique.it.
- Orders already processed cannot be canceled; the customer may exercise the right of withdrawal (see section 1).
- Orders with personalized or perishable products cannot be canceled once confirmed.
7. Important Notes
Returns not accepted (damaged products, incomplete, lacking authenticity) → return shipping costs are the customer's responsibility. For any doubts, contact customer service: resi@petboutique.it.
⚠️ Important Points for the Customer
Shipping Responsibility The responsibility for the quality and outcome of the shipment always lies with the customer, whether for couriers chosen independently or for optional services sent by PetBoutique. If the package does not arrive or is damaged during transport, PetBoutique cannot be held responsible.
Packaging Quality The customer must ensure that the product is properly packaged to withstand transport. If reusing the original packaging, remove labels, barcodes, or other elements that could cause confusion with the courier. Follow best practices for safe shipping: stable packaging, product protection with appropriate materials, secure closure of the package.