Refund policy

Returns & Refunds Policy

Effective Date: September 24, 2025

At Petopia, we want you to enjoy our products with confidence. Please read our policy carefully before making a purchase.

1. Eligibility for Returns

  • Returns are only accepted for products that are faulty, defective, or damaged upon arrival.

  • Returns will not be accepted for:

    • Change of mind.

    • Incorrect sizing, style, or color choice.

    • General wear and tear, misuse, or accidental damage.

2. Reporting a Faulty Item

  • If you believe your product is faulty, you must notify us within 7 days of delivery.

  • Please email contact@petopiapets.shop with:

    • Your order number.

    • A description of the fault.

    • Clear photos or videos showing the issue.

3. Return Process

  • Once your return request is approved, we will provide instructions on how to return the item.

  • Returned products must be:

    • In their original packaging (where possible).

    • Accompanied by proof of purchase.

4. Refunds

  • If the product is confirmed to be faulty, we will offer one of the following, at our discretion:

    • A replacement of the same product.

    • A refund to your original payment method.

  • Refunds will only be processed once the returned item has been received and inspected.

5. Shipping Costs

  • Customers are responsible for return shipping costs unless otherwise agreed.

  • If a product is confirmed to be faulty, Petopia may reimburse reasonable return shipping costs.

6. Exchanges

  • Exchanges are only available for faulty products.

  • We do not offer exchanges for change of mind or incorrect selection.

7. Non-Returnable Items

For hygiene and safety reasons, certain products may be non-returnable even if unopened. These will be clearly marked at the time of purchase.

8. Contact Us

If you have any questions about this policy or need to lodge a return request, please contact us:
📧 contact@petopiapets.shop
📞 +1 307-414-1442
📍 701 Tillery Street Unit 12, Austin, TX, 78702