Refund policy
Last updated: August 19, 2026
At Petisia, we want you and your pet to be happy with your purchase. If something isn't right, we're here to help.
30-Day Return Policy
We accept eligible returns within 30 days of delivery.
To qualify for a return, your item must:
- Be in the same condition in which you received it
- Be unused and undamaged
- Include the original packaging, where applicable
- Include proof of purchase or your order number
To request a return, please contact us through the contact information provided on our website.
Please do not send an item back without contacting us first. We will provide return instructions after reviewing your request.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your product arrives damaged, defective, or incorrect, contact us as soon as possible and include:
- Your order number
- A description of the issue
- Clear photos or video showing the problem
Once we've reviewed the issue, we may offer a replacement or refund, depending on the circumstances.
If we confirm that the product arrived damaged, defective, or incorrect, you will not be responsible for return shipping costs where a return is required.
Non-Returnable Items
For health, hygiene, and safety reasons, certain used pet-care products may not be eligible for return once they have been used or come into direct contact with an animal.
We also cannot accept returns for:
- Gift cards
- Items marked as final sale
- Products damaged through misuse or improper care
- Items returned without prior authorization
These exclusions apply only to the extent permitted by applicable law and do not limit your statutory rights.
Refunds
Once we receive and inspect an eligible return, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow your bank or payment provider additional time to process and display the refund after it has been issued.
Order Cancellations
If you need to cancel or modify an order, contact us as quickly as possible.
We will try to accommodate your request, but we cannot guarantee cancellation once an order has entered processing or has been shipped.
If the order has already shipped, you may request a return after receiving it in accordance with this policy.
Lost or Missing Packages
If your tracking information indicates that your package has been delivered but you cannot locate it, please check around your property and with household members or neighbors first.
If you still cannot locate the package, contact us so we can review the situation with the shipping carrier.
Exchanges
The fastest way to receive a different product is generally to return the eligible item and place a new order.
For defective or incorrect products, please contact us before placing another order so we can determine the appropriate solution.
Contact Us
If you have questions about a return or refund, please contact Petisia Customer Support through the contact details listed on our website.
Please include your order number when contacting us so we can assist you more quickly.
Petisia — Love Your Pet.