Return and Refund Policy

Last updated: August 13, 2026

At Petlyio, we place great importance on the quality, safety, and integrity of the products we offer.

If you encounter an issue with your order, our team is available to review your situation and propose an appropriate solution in accordance with this policy and applicable rights.

1. Return Requests

Return requests are reviewed individually based on, but not limited to:

the nature of the product;
its condition;
its packaging;
the reason for the request;
and the legislation applicable to the customer.

To maintain our standards of quality, safety, and hygiene, products, when a return is applicable, must be in a condition that allows for their processing and potential reintroduction into circulation.

We recommend that you carefully check the dimensions, features, sizes, colors, and variations of the product before finalizing your order.

2. Product Condition

Some Petlyio products are intended to come into contact with animals, their fur, skin, mouth, food, or environment.

For this reason, products that have been opened, unsealed, used, worn, washed, or show signs of use may be subject to specific return restrictions when their nature no longer guarantees their quality, safety, or hygiene.

This may include products showing:

hair;
odors;
saliva marks;
bite or claw marks;
dirt;
or any other trace of use.

The applicable conditions are determined in accordance with the nature of the product and the legislation in force.

3. Damaged, Defective, or Incorrect Product

We invite you to check your order upon receipt.

If your product:

arrived damaged;
is defective;
is different from the one ordered;
is incomplete;
or shows a significant difference from its description,

please contact contact@petlyio.com as soon as possible.

To allow us to quickly review the situation, we may ask for:

your order number;
a description of the problem;
photographs of the product;
photographs of the packaging;
or, when useful, a short video.

Receipt of a request does not automatically mean that a refund will be issued. The situation must first be verified.

4. Normal Use and Animal Behavior

The lifespan of an animal accessory can vary depending on the animal's size, strength, behavior, and habits, among other factors.

A product is not necessarily considered defective when it shows deterioration resulting from:

normal wear and tear;
bites;
scratches;
intensive use;
misuse;
or failure to follow usage recommendations.

Similarly, the fact that an animal does not use, appreciate, or adapt to a product does not in itself constitute a product defect.

This provision does not limit the applicable legal guarantees when a genuine manufacturing defect or non-conformity is found.

5. Return Procedure

No product should be returned before contacting Petlyio.

If a return is necessary, our team will provide you with:

the applicable instructions;
the appropriate return address;
as well as any necessary information for its processing.

Products sent without prior authorization or to an address different from the one provided may not be correctly identified or processed.

6. Return Costs

Return costs are determined according to:

the reason for the return;
the responsibility for the problem;
the destination;
and the applicable legislation.

When a product is recognized as defective, incorrect, or damaged upon delivery and Petlyio is responsible for the problem, appropriate return procedures will be communicated to the customer.

When the return results from a situation for which costs can legally be charged to the customer, these may be deducted or borne by the customer in accordance with applicable rules.

7. Refunds

When a refund is deemed applicable after reviewing the request, it will generally be made to the payment method used at the time of purchase.

Depending on the circumstances, the proposed solution may include:

a replacement;
a reshipment of the correct product;
a partial refund;
a full refund;
or any other appropriate solution.

The time it takes for the refund to appear in your account depends on the payment provider or banking institution.

8. Exchanges and Replacements

When a product issue is confirmed, Petlyio may offer a replacement when it is an appropriate solution and the product is available.

Requests are processed based on the specific situation, product condition, and applicable rights.

9. Products Subject to Special Conditions

Certain products may be subject to special return conditions due to, but not limited to:

their nature;
their packaging;
their contact with an animal;
health considerations;
safety;
or hygiene.

When a product has packaging, a seal, or protection intended to preserve its integrity, we recommend checking its characteristics before removing this protection.

Once certain products are opened or unsealed, their eligibility for return may be affected when applicable law allows.

10. International Orders

Petlyio currently sells in Canada, the United States, and certain European countries, among others.

The rules for returns and refunds may vary depending on the customer's country of residence.

Where local legislation provides for specific mandatory rights, these remain applicable.

11. Request Verification

To protect our customers and Petlyio from errors, abuse, or fraudulent requests, we may conduct reasonable verifications before authorizing:

a refund;
a replacement;
a credit;
or a return.

We may request any reasonably necessary information to confirm the nature of the reported problem.

12. Consumer Rights

This policy complements the rights enjoyed by consumers under applicable legislation.

It does not aim to limit or remove mandatory guarantees, remedies, or rights provided by law.

When a mandatory rule is inconsistent with a provision of this policy, the applicable legal rule prevails.

13. Contact Us

For any questions regarding an order, return, or refund:

Petlyio
Email: contact@petlyio.com
Website: petlyio.com

Please include your order number so we can process your request more quickly.