Refund policy

REFUND POLICY

Last updated: October 29, 2025

RETURNS

Our policy lasts 30 days from the date you receive your item. If 30 days have passed since your purchase, unfortunately we can't offer you a refund or exchange.

To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it
  • In the original packaging
  • Accompanied by the receipt or proof of purchase

NON-RETURNABLE ITEMS

Certain items cannot be returned:

  • Perishable goods (such as pet food or treats)
  • Custom or personalized pet products
  • Health and personal care items
  • Sale or clearance items

REFUNDS

Once we receive and inspect your return, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 5-10 business days.

LATE OR MISSING REFUNDS

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company or bank, as it may take some time before your refund is officially posted. If you've done all of this and still have not received your refund, please contact us at support@petradog.com.

EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange an item, send us an email at support@petradog.com and we will provide instructions.

RETURN SHIPPING COSTS

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.

We recommend using a trackable shipping service or purchasing shipping insurance for items over €50, as we cannot guarantee that we will receive your returned item.

DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged or defective item, please contact us immediately at support@petradog.com with photos of the damage. We will arrange a replacement or full refund at no cost to you.

CONTACT US

If you have any questions about our Refund Policy, please contact us:

  • Email: support@petradog.com
  • Phone: +356 79657136
  • Address: PetJoy, 19 Triq il-Ferrovija l-Qadima, Birkirkara BKR 1619, Malta