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Our 14-Day Return Promise

We want you and your pets to be completely satisfied with your purchase. If you are not, you have 14 days from the date you received your order to request a return.

Conditions for a Return

To be eligible for a return, the following conditions must be met:

  • The item must be in the same condition you received it: unused, unopened, and undamaged.

  • The item must be in its original packaging with all tags and labels intact.

  • You must provide the original receipt or proof of purchase.

How to Initiate a Return

  1. Contact Us: To start a return, please email us at support@petzoya.com with your order number and the reason for the return.

  2. Await Approval: We will review your request. Please do not send any items back to us without receiving our confirmation first.

  3. Arrange Collection: If your return is approved, we will contact you to provide instructions and coordinate the collection of the item from your location in Jordan.

Items sent back to us without first requesting and receiving approval will not be accepted.

Damaged or Incorrect Items

Please inspect your order immediately upon delivery. If you receive an item that is defective, damaged, or incorrect, contact us straight away at support@petzoya.com so we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods (e.g., pet food, treats).

  • Custom or personalized products.

  • Grooming and personal care items for pets.

  • Items on sale or purchased with a gift card.

If you have questions about whether your specific item is returnable, please get in touch.

Exchanges

The fastest way to get the item you want is to return the original item according to the process above. Once your return is accepted and processed, you can make a separate purchase for the new item.

Refunds

Once we receive and inspect your returned item, we will notify you via email whether your refund has been approved.

If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.

If more than 15 business days have passed since your return was approved, please contact us at support@petzoya.com.