Refund policy

Overview


PETOLIVA provides a 30-Day Money-Back Guarantee for all products bought from our official store. If you are unsatisfied with your purchase, you may apply for returns within 30 days of order placement. Please contact customer service with your order number to start the procedure. Original shipping fees are non-refundable.

Policy Scope


Only goods purchased via PETOLIVA official store qualify for this return policy. Goods purchased through third-party distributors follow the distributor’s own return rules. All returns comply with local laws and can only be processed in the purchasing country.

30-Day Return Qualifications


Products can be returned for any personal reason within 30 days of ordering only if all below requirements are met:

  1. Complete set including all original accessories
  2. Intact original packaging
  3. Unused with no visible wear
  4. Man-made damage (screen scratches, appearance damage, etc.) is excluded from returns and warranty coverage

Order Cancellation


Orders can be fully canceled via email within 48 hours after submission.

Wrong, Damaged or Defective Goods


If you receive damaged, faulty or mismatched items, refuse parcel acceptance if possible, then send photos/videos as proof to our support team promptly. We will arrange replacement or full refund. This scenario is not governed by the 30-day return rule, and we bear all related return shipping fees.

Return Shipping Rules


  1. Buyer-initiated returns: Customers cover all return delivery fees, subject to the courier’s official rate.
  2. PETOLIVA’s fault (damage, wrong items): We cover return shipping cost.

Standard Return Procedure


  1. Apply for an RMA number: Contact support to get the Return Material Authorization code via PETOLIVA official return channel.
  2. Repack properly: Securely pack goods with original boxes and all accessories.
  3. Ship goods: Deliver the package to our designated local warehouse. Mark the RMA number clearly outside the parcel.
  4. Refund execution: We complete refunds within 14 working days after receiving and inspecting returned goods. You will get email notification once the refund finishes.

Important Reminders


  • Packages sent without valid RMA codes will be rejected or discarded, with no refund available.
  • Used goods or products without original conditions fail return approval.
  • PETOLIVA reserves the right to revise policies to comply with local regulations and business demands.

Order Processing Timeline


We arrange order shipment within 1–3 working days upon payment. If out of stock, we will email you to confirm refund or exchange options.

Contact & Return Address


For after-sales inquiries and return address confirmation:

Email: support@petoliva.com