Refund policy

At PetLovu, we want every pet parent and their furry friend to have a positive experience with our products. If you have any concerns with your order, our team is here to assist you and help find the best possible solution.

Returns

We accept return requests within 30 days from the date your order is delivered.

To be eligible for a return:

The item must be unused and in its original condition.
The item must include the original packaging and accessories (if applicable).
The return request must be submitted within the 30-day return period.

Please contact our support team before sending any product back. We will provide the necessary return instructions after reviewing your request.

Non-Returnable Items

Certain products cannot be returned for hygiene, safety, or product condition reasons, including:

Opened food, treats, or consumable products.
Products that have been used, washed, altered, or damaged after delivery.
Gift cards.
Items returned without prior approval from our support team.

How to Request a Return

To start a return request, please contact us at:

Email: support@petlovu.com

Please include:

Your order number.
The email address used for your purchase.
A brief explanation of the reason for the return.
Photos or videos of the product if there is any damage or issue.

Our team will review your request and provide the next steps.

Refunds

Once your returned item is received and inspected, we will notify you regarding the approval status of your refund.

If your refund is approved, it will be processed to your original payment method within 3–7 business days.

Please note that processing times may vary depending on your payment provider or financial institution.

Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 3–7 business days.

Please provide:

Your order number.
Photos or videos showing the issue.

After reviewing the information, we will assist you with the appropriate solution.

Exchanges

If you receive a defective or incorrect product, we will work with you to resolve the issue.

Please contact our support team before sending any item back. Exchanges are subject to product availability.

Return Shipping

Customers are responsible for return shipping costs unless:

The product arrived damaged.
The wrong item was sent.
There was an error caused by PetLovu.

Return shipping costs are non-refundable unless the return is due to an error on our side.

Order & Shipping Support

If you have any questions regarding your order, returns, or refunds, please contact our support team: