Refund Policy

Return and Order Cancellation Policies - PetBoutique.it

1. Returns for purchases in Italy

PetBoutique.it guarantees its customers the possibility to return purchased products within 14 days from the delivery date, as provided by the Consumer Code (Legislative Decree 206/2005).

Conditions for return:

  • The product must be intact, unused, in the original packaging, and complete with all accessories and informational materials.

  • The return must be requested within 14 days from the date of receipt of the order by sending a written communication to the email address resi@petboutique.it with the order number and the reason for the return.

  • The shipping costs for returning the product are the responsibility of the customer, except in the case of a defective or incorrect product.

  • Once the return is received and the product's integrity verified, the refund will be made within 14 calendar days using the same payment method used for the purchase.

  • In case of total withdrawal of the order, shipping costs will also be refunded if the customer chose the basic service (shipping to the pickup point). Additional costs for premium shipping options (e.g., home delivery or express shipping) will not be refunded.

  • In the case of a partial return, if the return or returns reduce the order amount below the free shipping threshold, the shipping cost will be deducted from the refund. Free shipping is to be understood as a threshold discount on the amount actually spent; if this threshold is no longer met following the return, the discount is not applied and the shipping cost will be deducted.

Exclusions from the right of return:

  • Perishable products (dry food, wet food, and snacks).

  • Products customized at the customer's request (e.g., engraved tags).

  • Items that, for hygiene or safety reasons, cannot be returned if opened or used (e.g., bowls, animal care products). If the product is sealed and never opened, the return is allowed.

Optional courier pickup service

PetBoutique.it offers, optionally, a home courier pickup service for returns at a cost of €14 for packages up to 5 kg and €20 for packages up to 15 kg. Payment for the service will be agreed with the customer before pickup and can be deducted from the refund amount or paid separately.

Size exchange:

In case of size exchange, the replaced product will be handled as a new order. The customer can independently place the new order directly on the website. The customer is still required to return the original product following the general return conditions indicated above.

2. Returns for purchases in other European Union countries

Customers who make purchases from other EU countries have the right to withdraw within 14 days of receiving the order, as established by Directive 2011/83/EU on consumer rights.

Return procedure:

  • The customer must communicate the intention to return the product by sending an email to resi@petboutique.it within 14 days of receipt.

  • The product must be returned in the same condition in which it was received: intact, unused, and in the original packaging.

  • Return shipping costs are the responsibility of the customer, except in cases of incorrect or defective products.

  • Once the product is received and verified, PetBoutique.it will proceed with the refund within 14 calendar days using the payment method used by the customer.

  • If the customer chose a paid shipping option at the time of purchase, only the cost of the cheapest available shipping will be refunded. Additional charges for premium options will not be refunded.

Important notes:

  • The right of return does not apply to perishable products (dry food, wet food, and snacks) or personalized products (e.g., engraved tags).

  • Returned items must meet the conditions indicated above, otherwise the refund may be refused or partially made.

  • The refund may be withheld until the returned goods or proof of shipment are received.

  • For further clarifications or assistance with returns, our customer service is available at the email address resi@petboutique.it.

3. Order Cancellation

  • Orders can be canceled free of charge only if the order status is still to be fulfilled. In this case, the customer can request cancellation by contacting customer service at the address resi@petboutique.it.

  • If the order has been fulfilled and therefore has already been shipped, it can no longer be canceled. The customer may exercise the right of withdrawal after receiving the package, following the return conditions indicated above.

  • In case of a valid cancellation before shipment, PetBoutique.it will refund the amount paid within 14 calendar days.

  • Orders containing personalized or perishable products cannot be canceled once confirmed, in accordance with current regulations.

For any questions or requests, our customer service is available at the address servizioclienti@petboutique.it.