Return Policy

Return and Refund Policy

We want you and your dog to be 100% happy with every purchase. If for any reason you're not, here are our policies for returns and refunds.

Return Period

You have 30 calendar days from the date of receipt of your order to request a return.

Conditions for Return

For a return to be accepted, the product must meet the following conditions:

  • Be in its original packaging, unused.
  • Retain all original labels, accessories, and manuals.
  • Show no signs of use, damage, or washing.
  • Include proof of purchase or order number.

For hygiene reasons, we do not accept returns of the following products once opened: used feeders, chewed toys, clothing tried on with animal hair, intimate hygiene products.

How to Request a Return?

  1. Email us at support@petnola.com with your order number and the reason for the return.
  2. We will send you instructions and the address to send the product to.
  3. The customer covers the cost of return shipping (except in cases of manufacturing defects or our error).
  4. Once we receive and inspect the product, we will confirm the approval of the refund.

Refunds

If your return is approved, the refund will be processed to your original payment method within 5 to 10 business days. Depending on your bank or financial institution, it may take a few additional days to reflect.

Defective or Damaged Products

If your product arrived damaged or has a manufacturing defect, contact us within a maximum of 7 days after receiving it with photos of the product and packaging. In these cases, we cover the total cost: return shipping, replacement, or full refund, at your choice.

Exchanges

If you want to exchange your product for another (another color, size, model), you can also do so within the 30-day period. The same process as a return applies, and upon receipt of the product, we will process the exchange.

Cancelled Orders

If you wish to cancel an order, please contact us as soon as possible. If the order has not yet been shipped, we can cancel it and refund the full amount. Once shipped, you will need to wait to receive it and follow the return process.

Questions? Email us at support@petnola.com. We respond in less than 24 business hours.