Refund Policy
At Petivana, we want both you and your pets to love what you order. That’s why we offer a 30-day return policy from the date you receive your item.
To be eligible, your item must be unused, in its original condition and packaging, with tags, and proof of purchase.
To start a return, email us at kokitoedward18@gmail.com. Once approved, we’ll send you a return label and instructions. Please note: returns sent without approval will not be accepted.
🐶 Damaged or Wrong Item?
If your item arrives damaged, defective, or incorrect, please contact us right away at kokitoedward18@gmail.com so we can make it right.
🚫 Items We Can’t Accept Back
For health and safety reasons, we can’t accept returns on:
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Used pet products
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Opened grooming items or pet treats
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Custom or personalized pet gear
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Sale items or gift cards
If unsure, feel free to ask us at kokitoedward18@gmail.com before returning.
🔁 Exchanges
Want something else? Just return the original item and, once approved, place a new order for the item you want.
🇪🇺 EU Orders – 14-Day Cooling-Off Period
If you're located in the European Union, you can cancel or return your order within 14 days, for any reason. Items must be unused, in original packaging with tags, and include proof of purchase.
💵 Refunds
Once we receive and inspect your return, we’ll notify you. If approved, your refund will be sent to your original payment method within 10 business days.
If more than 15 business days have passed since your return was approved and you haven’t received your refund, contact us at kokitoedward18@gmail.com.
