Returns, Refunds & Warranty

We want you to love your purchase. If not, here’s how we help.

14-Day Return (EU Right of Withdrawal)

Customers in the EU can withdraw from the purchase within 14 days from delivery without giving a reason.
Items must be unused, complete, and in original packaging. not damaged.
Return shipping is paid by the customer. Use a trackable service and obtain proof of posting.

Original shipping fees are non-refundable unless the return is due to our error.
Hygiene items (if any) must remain factory-sealed to be eligible, per EU rules.

Damaged / Defective on Arrival (DOA)

Report within 7 days of delivery with a video (see Shipping Policy).
Free replacement is provided; no return needed. If replacement isn’t possible, we’ll refund or offer an equivalent.

Warranty — 12 Months

All products include a 1-year warranty against manufacturing defects starting on the delivery date.
We will repair or replace at no cost. If repair/replacement is not possible within a reasonable time, we’ll refund you.

What the Warranty Does Not Cover

Damage from misuse, drops, water ingress (unless rated), unauthorized repairs/modifications, normal wear & tear, or commercial use beyond intended purpose.

How to Start a Return/Warranty Claim

Email info@petyone.com with order number, photos/video, and a brief description.
We’ll issue an RMA and the correct return address for your region (returns sent without RMA may be refused).
On receipt and inspection of eligible returns, refunds are issued to the original payment method within 5–10 business days (bank processing times vary).

Non-Eligible/Partial Refunds

Used items, missing parts, or items not in original condition for change-of-mind returns.
Sale/discount items are returnable only if defective.

Customer-Paid Return Shipping

For change-of-mind or non-defective returns, you cover the return shipping. We don’t provide prepaid labels for such cases.