Returns, Refunds and Warranty Policy

1. Purpose and Scope

This policy defines the conditions and procedures for returns, replacements, warranty claims, and refunds applicable to all orders placed on try-petly.com.

It applies in accordance with applicable laws and supplements our Terms and Conditions of Sale.

2. Return Period (Right of Withdrawal)

You have a period of fourteen (14) calendar days from the date of receipt of your order to:

notify us of a manufacturing defect, or
exercise your right of withdrawal without having to provide any reason.

After this period, withdrawal requests may no longer be accepted.

3. Warranty (Defective Products)

Independently of the 14-day withdrawal period, the consumer may benefit from the legal warranty applicable under relevant law from the date of delivery of the product, and may request a repair, replacement, or refund in the event of a lack of conformity or defect, subject to applicable law and this policy.

All warranty claims are handled through our customer support service as described in section 7 below.

4. Condition of Returned Products

To be eligible for a return or refund under the right of withdrawal, the item must:

be new and unused,
be complete, and
be returned in its original packaging.

Used, incomplete, or damaged products cannot be accepted or refunded under the right of withdrawal.

5. Return Method

Returns are accepted only by postal shipment.

Once your request has been approved, our team will send you by email:

the exact return address,
detailed instructions on how to package the product properly, and
the requirement to ship the parcel with a valid tracking number.

We strongly recommend keeping proof of shipment until receipt has been confirmed. Petly is not responsible for parcels lost or damaged due to inadequate packaging or the absence of tracking.

6. Return Costs

Confirmed defect / warranty claim: Petly will bear the return and replacement costs.
Voluntary withdrawal: return shipping costs are the responsibility of the customer.

Any express shipping fees paid at the time of the order are non-refundable.

7. Procedure for Defective Products (Warranty)

Please contact contact@try-petly.com.

You must include:

your order number,
photos and a short video clearly showing the issue.

After review and confirmation of the defect or lack of conformity, we will offer a repair, replacement, or refund depending on the applicable legal framework and the feasibility of the solution.

If a refund is approved, it will be processed in accordance with section 8 below.

8. Refund Method

For orders paid by card, refunds will be made to the same payment method used for the purchase.

Refunds or replacements are generally processed within 3 to 10 business days after validation of the returned product or the warranty file.

9. Summary

Withdrawal period: 14 calendar days from receipt
Legal warranty: according to applicable law
Product condition for withdrawal: new, complete, in original packaging
Return method: postal shipment with tracking number
Return costs: customer for withdrawal / Petly for confirmed defect or warranty claim
Refund timeframe: 3 to 10 business days after validation