Refund Policy
Returns and Withdrawal Policy – PetBoutique.it
PetBoutique.it recognizes its consumer customers' statutory rights and offers additional commercial options, according to the following clear and transparent rules.
1. Right of Withdrawal (Statutory)
PetBoutique.it guarantees consumers the right to withdraw from a 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 process directly online, without contacting us, by accessing your personal area: Manage your orders
Electronic withdrawal function made available in compliance with EU Directive 2023/2673, in force since June 19, 2026.
Alternatively, you can notify us of 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 submitted within 14 days of delivery. PetBoutique will send confirmation and return instructions. The return must be made within 14 days of notifying us of the withdrawal.
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 with sealed packaging where the seal is intended to protect hygiene and food safety (dry food, wet food, snacks)
- Personalized 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., animal care products such as shampoos, cleaning products, creams, and perfumes)
Free products and gift vouchers (treatment in the event of withdrawal):
- Free products do not entitle customers 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 credited back in the form of a voucher. In the event of withdrawal from the purchase of the voucher itself, the refund will be issued in money.
2. Damaged and Defective Products
Inspect the order upon receipt and contact us immediately at resi@petboutique.it in case of defects, damage, or an incorrect item. This will allow us to assess the issue and resolve it quickly.
3. Commercial Return / Size Exchange
After 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 affect the statutory right of withdrawal described in Section 1: during the first 14 days after delivery, the customer may in any case exercise the more favorable statutory right of withdrawal.
A commercial return may be requested within 30 days of delivery and, unlike statutory withdrawal, does not entitle the customer to a cash refund: the customer may receive a store credit voucher of equal value or a replacement product.
3.1 Return Procedure
Send the request to resi@petboutique.it, indicating:
- Order number
- Item(s) to return
- Reason (optional)
PetBoutique will send detailed return instructions. The customer may choose optional shipping services (home pickup, InPost location). Return shipping costs are the customer's responsibility.
3.2 Conditions
Products must be intact, unused, in their original packaging, and complete with accessories and informational materials.
The voucher or replacement covers the value of the products; shipping costs for both the original order and the return remain the customer's responsibility and are not refunded.
Size exchange: the customer can independently place a new order with 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 or sealed products for hygiene and food-safety reasons, personalized products, and opened or used animal-care products).
4. Refunds and Fees
4.1 Methods and Timescales
Statutory Withdrawal (Section 1): the refund is issued automatically using the same payment method used for the purchase, within 14 calendar days of receiving the returned product.
Commercial Return (Section 3): The refund may be issued as a store credit voucher, valid for 60 days, including for sale or end-of-line items. Return shipping is always at the customer's expense.
For more information, contact us at resi@petboutique.it.
4.2 Fees / Threshold Discounts
Fees related to promotional discounts or threshold-based Free Shipping apply both to commercial returns and statutory withdrawal. If the remaining 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 to a threshold-based promotion.
4.3 Operational fees
Operational 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 collect the parcel
If the customer does not collect the parcel, all costs incurred by PetBoutique due to the failure to fulfill the order will be deducted from the refund:
- Storage fees
- Any redelivery or return-to-sender 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 area: Manage your orders
- Unfulfilled orders can be canceled free of charge through the personal area or by contacting resi@petboutique.it.
- Orders that have already been fulfilled cannot be canceled; the customer may exercise the right of withdrawal (see section 1).
- Orders containing personalized or perishable products cannot be canceled once confirmed.
7. Important notes
Returns not accepted (damaged, incomplete, or inauthentic products) → return costs borne by the customer. If in doubt, 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 provided 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 packaged correctly 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.