返金ポリシー
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
If your order contains multiple items delivered separately, the return period begins when the final item from your order has been delivered.
To be eligible for a return, your item should be returned in the condition in which you received it, with all accessories and components included. You may inspect the item as reasonably necessary to determine its nature, characteristics, and fit.
Items that have been used, damaged, soiled, altered, or handled beyond what is reasonably necessary may be subject to a reduction in the refund where permitted by applicable law.
Please provide your order number or another proof of purchase.
HOW TO START A RETURN
To request a return, contact us at contact@petzjoy.fr or submit a return request through your customer account when available.
Please do not send your item back without first contacting us.
Once we receive your return request, we will provide the appropriate return address and instructions explaining how and where to send your package.
Where applicable, we may also provide a return shipping label.
Depending on the circumstances, PetzJoy may choose to issue a refund without requiring the item to be returned.
Items sent back without first notifying us of the return may not be accepted.
For returns made under a statutory right of withdrawal, your legal rights are not subject to discretionary approval and remain unaffected by this policy.
You can contact us at any time regarding a return at:
contact@petzjoy.fr
RETURN SHIPPING COSTS
If you are returning an item because you changed your mind, the direct cost of returning the item is your responsibility unless otherwise required by applicable law or unless PetzJoy agrees to cover the cost.
If you received an incorrect, damaged, defective, or non-conforming item, please contact us before returning it.
Where a return is required, PetzJoy will provide an appropriate solution and will cover reasonable return costs where required by applicable law.
DAMAGES AND ISSUES
Please inspect your order when you receive it.
Contact us as soon as possible if your item is defective, damaged, incorrect, or significantly different from what you ordered so that we can review the issue and provide an appropriate solution.
Please include your order number and, when relevant, photos showing the issue.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain items may not be eligible for return where permitted by applicable law, including:
- personalized or custom-made products;
- products that cannot be returned for health or hygiene reasons after being unsealed;
- perishable goods;
- hazardous materials, flammable liquids, or gases;
- gift cards, where applicable.
Please contact us if you have any questions about whether your item can be returned.
Sale or discounted items remain subject to the same statutory consumer rights as other products where required by applicable law.
EXCHANGES
If you would like a different item or size, please contact us.
In most cases, the quickest solution is to initiate a return for the original item and place a separate order for the replacement item.
EUROPEAN UNION 14-DAY RIGHT OF WITHDRAWAL
If your order is delivered to a consumer in the European Union, you have the right to withdraw from your purchase within 14 days after receiving your order, without giving any reason.
If several items from the same order are delivered separately, the 14-day period begins when the final item is received.
To exercise your right of withdrawal, contact us at contact@petzjoy.fr or use the electronic return or cancellation option available through your customer account or order page when available.
Once you have notified us of your decision to withdraw, we will provide you with the appropriate return instructions and return address.
You must send the goods back within 14 days after notifying us of your withdrawal, unless PetzJoy informs you that the item does not need to be returned.
The direct cost of returning the goods is your responsibility unless otherwise required by law or unless PetzJoy agrees to cover the cost.
Depending on the circumstances, PetzJoy may choose to issue a refund without requiring the goods to be returned.
This right is subject to the exceptions provided by applicable consumer protection law.
CANCELLATIONS
You may request to cancel an order before it has been fulfilled or shipped.
Once an order has already been processed or shipped, cancellation may no longer be operationally possible.
For customers in the European Union, any applicable statutory right of withdrawal remains available before delivery and for 14 days after receiving the order.
If your order has already been shipped, please contact us so we can provide the appropriate instructions.
REFUNDS
Once we have received and inspected your return, we will notify you about the status of your refund.
Where a refund is due, it will be issued automatically to your original payment method unless another method is agreed where permitted by applicable law.
Please remember that your bank or payment provider may require additional time to process and display the refund.
For customers exercising the EU statutory right of withdrawal, refunds will be made within 14 days after we are informed of your decision to withdraw.
Where permitted by law, PetzJoy may withhold the refund until we have received the returned goods or you have provided proof that the goods have been sent back, whichever occurs first.
Where required by applicable law, the refund will include the cost of the least expensive standard delivery option originally offered.
Any additional cost resulting from choosing a delivery method more expensive than the least expensive standard option may not be refunded.
If PetzJoy determines that a physical return is not necessary, the refund may be processed without requiring the product to be sent back.
CONTACT
For any questions regarding returns, refunds, damaged products, exchanges, or cancellations, contact us at:
PetzJoy
Email: contactsupport@petzjoy.fr