Petlivo refund and returns policy

Petlivo offers a 30-day return window from the date of delivery. Items must be unused and in original packaging. Refunds process within 5 to 10 business days of the returned item arriving back at the warehouse.

What qualifies for return

Unused products in original packaging within 30 days of delivery. The product must be in resellable condition with all included accessories, manuals, and packaging materials.

What does not qualify for return

Used products. Products without original packaging. Products damaged by misuse, dropping, water damage outside the product's rated specifications, or pet chewing. Consumables that have been opened (calming sprays, dental water, ear care solution, paw balm, leave-in conditioner). Items returned more than 30 days after delivery.

How to start a return

Step one. Email support@petlivo.net within 30 days of delivery. Include your order number, the product you want to return, and the reason. Step two. We will reply within one business day with the return address and any instructions. Step three. Ship the product back at your expense using a tracked service. Step four. Once the warehouse confirms receipt and resellable condition, we issue the refund.

Refund processing time

Refunds process within 5 to 10 business days of the warehouse receiving the returned item. The refund posts to the original payment method. Bank processing on the customer side typically takes 3 to 5 additional business days for the funds to appear.

Return shipping cost

Return shipping is the responsibility of the customer except in cases where Petlivo shipped the wrong item or the item arrived defective or damaged. In those cases, we cover the return shipping and the replacement.

Damaged or defective items

Email support@petlivo.net within 7 days of delivery with photos of the damage. We will replace the item or refund the order at no extra cost to you. Please keep the original packaging until the claim is resolved.

Wrong item received

Email support@petlivo.net within 7 days of delivery with a photo of the item received and your order confirmation. We will ship the correct item at no extra cost and arrange a free return of the wrong item.

Order cancellations

If your order has not yet shipped, email support@petlivo.net within 12 hours of placing the order with your order number. We will cancel and refund. Once shipped, the order moves to the standard return policy above.

Exchanges

Petlivo does not directly process exchanges. To exchange a product for a different size, color, or variant, return the original product for a refund and place a new order. This approach is faster than waiting for an exchange to process.

Refunds for promotions and discount codes

Refunds apply to the amount actually paid, including any discount or promotional adjustment. Shipping charges paid at checkout are non-refundable except in cases of defective product or warehouse error.

Questions about a refund or return

Email support@petlivo.net with your order number and the question. Email replies arrive within one business day.