Refund Policy
Returns and Withdrawal Policy – PetBoutique.it
PetBoutique.it recognises its consumer customers' statutory rights and offers additional commercial options, in accordance with the following clear and transparent rules.
1. Right of Withdrawal (Legal)
PetBoutique.it guarantees consumers the right to withdraw from the purchase within 14 days of the date of receipt, as provided for by Legislative Decree 206/2005 (Consumer Code, Articles 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, in force from 19 June 2026.
Alternatively, you may communicate your intention to withdraw by sending an email to resi@petboutique.it, specifying:
- 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 notice.
Products that are intact, unused, in their original packaging, and complete with accessories and informational materials.
Products excluded from the right of withdrawal:
- Perishable products or products in sealed packaging whose seal serves to protect hygiene and food safety (dry food, wet food, snacks)
- Customised at the customer's request (e.g. engraved tags)
- Products that, for hygiene or safety reasons, cannot be returned once opened or used (e.g. pet care products such as shampoos, detergents, creams, and perfumes)
Complimentary products and gift vouchers (treatment in the event of withdrawal):
- Complimentary products do not entitle the customer to any refund and, in the event of withdrawal, must be returned together with the order.
- Gift vouchers used as a payment method for an order will, in the event of withdrawal, be recredited in the form of a voucher. In the event of withdrawal from the purchase of the voucher itself, the refund will be made in cash.
2. Damage and Defective Products
Inspect the order upon receipt and contact us immediately at resi@petboutique.it in the event of defects, damage, or an incorrect item. This will enable us to assess the issue and resolve it promptly.
3. Commercial Returns / Size Exchanges
In addition to the 14-day statutory withdrawal period (Section 1), PetBoutique offers an optional commercial return service, useful for replacements or size exchanges. This service is additional and does not prejudice the right of statutory withdrawal referred to in Section 1: during the first 14 days from delivery, the customer may in any event exercise the more favorable statutory right of withdrawal.
A commercial return may be requested within 30 days of delivery and, unlike the statutory right of withdrawal, does not entitle the customer to a cash refund: the customer may receive a purchase voucher of equal value or a replacement of the product.
3.1 Return Procedure
Send the request to resi@petboutique.it, indicating:
- Order number
- Item(s) to be returned
- Reason (optional)
PetBoutique will send detailed return instructions. The customer may choose optional shipping services (home pickup, InPost point). Return shipping costs are borne by the customer.
3.2 Conditions
Intact, unused products, in their original packaging, complete with accessories and informational materials.
The voucher or replacement concerns the value of the products; shipping costs, both for the original order and for the return, remain payable by the customer and are not refunded.
Size exchange: the customer may independently place a new order for the desired size; the original product must be returned in accordance with the conditions of this return policy.
Excluded Products: the same exclusions indicated in section 1.2 apply (perishable products or products sealed for hygiene and food safety reasons, personalized products, opened or used animal care products).
4. Refunds and Fees
4.1 Methods and Timeframes
Statutory Right of Withdrawal (Section 1): the refund is automatically issued using the same payment method used for the purchase, within 14 calendar days of receipt of the returned product.
Commercial Return (Section 3): the refund may be issued by means of a purchase voucher, valid for 60 days, including for sale or end-of-line items. Return shipping is always borne by the customer.
For further information, contact us at resi@petboutique.it.
4.2 Threshold-Based Fees / Discounts
Fees related to promotional discounts or threshold-based Free Shipping apply both to commercial returns and to the statutory right of withdrawal. If the residual value of the products, after a partial return or withdrawal, falls below the required threshold, the discount no longer applies and the related cost will be deducted from the refund. This is not a penalty, but an adjustment of a threshold-based promotion.
4.3 Operational fees
Operational fees (packaging, warehouse labour, financial costs) apply only to commercial returns.
4.4 Optional shipping services
- Home collection: €16 up to 5 kg, €25 up to 15 kg*
- InPost point: €9.90 up to 20 kg*
Payment will be agreed with the customer and remains at the customer's expense, regardless of the type of return/withdrawal.
Note on responsibility: For all the methods indicated above (including services with a prepaid label or home collection arranged by us), the customer remains solely responsible for the shipment and the integrity of the goods until they are received at our warehouse.
* Rates valid for domestic shipments (IT)
5. Failure to collect the parcel
If the customer does not collect the parcel, all costs incurred by PetBoutique in connection with the failure to fulfil the obligation will be withheld from the refund:
- Storage fees
- Any redelivery or return costs
- Other costs incurred by the courier
Return shipping always remains the customer's responsibility.
6. Order Cancellation
➡️ You can request cancellation directly online by accessing your personal account: Manage your orders
- Unfulfilled orders may be cancelled free of charge through the personal account area or by contacting resi@petboutique.it.
- Orders that have already been fulfilled cannot be cancelled; the customer may exercise the right of withdrawal (see section 1).
- Orders containing personalized or perishable products cannot be cancelled once confirmed.
7. Important notes
Returns not accepted (damaged, incomplete, or unauthenticated products) → return shipping costs borne by the customer. For any questions, contact customer service: resi@petboutique.it.
⚠️ Points requiring the customer's attention
Shipping responsibility Responsibility for the quality and outcome of the shipment always lies with the customer, both for couriers chosen independently and for optional services arranged by PetBoutique. If the parcel 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 the original packaging is reused, remove labels, barcodes, or other elements that could cause confusion for the courier. Follow best practices for safe shipping: stable packaging, product protection with suitable materials, and secure closure of the parcel.