Refund policy

Returns & Refunds

At Petzelia, we want both you and your pet to love what you ordered. If that is not the case, our 30-day happiness guarantee has you covered.

30-day return window

You can ask for a return within 30 days of the day your order is delivered. To get started, email us at zeltyx.officiel@gmail.com with your order number and the item(s) you would like to return. We will reply with the return address and instructions. Items sent back without a confirmed return request cannot be accepted.

Pet water fountains

We know your pet needs time to get used to a new fountain. Fountains can be returned within the 30 days even if they have been set up and tried, as long as they are clean, complete (pump, cables and accessories included) and undamaged.

Other products

All other items must be unused, clean and in their original packaging. For hygiene reasons, the following cannot be returned once opened or used, unless they arrive faulty: replacement filters, dental wipes, grooming brushes, bath gloves and nail grinder heads. Gift cards and items marked as final sale are not refundable.

Damaged, faulty or wrong items

If your order arrives damaged, faulty or not as ordered, please email us within 30 days of delivery with your order number and a photo or short video of the issue. We will send a free replacement or give you a full refund, including shipping costs. You will not have to pay for the return.

Return shipping

For change-of-mind returns, return shipping is paid by the customer. We recommend using a tracked service, as we cannot be responsible for returns that are lost in transit. The original shipping fee is not refundable for change-of-mind returns.

Subscription orders

Filter subscription deliveries follow the same rules: unopened filter packs can be returned within 30 days of delivery. To stop future deliveries, simply cancel your subscription (see our Subscription Policy).

EU and UK customers

If you live in the European Union or the United Kingdom, you also have a legal right to cancel your order within 14 days of receiving it without giving a reason. This right is in addition to our 30-day guarantee and does not limit it.

Exchanges

The quickest way to get a different size or color is to return the item you have and place a new order for the one you want.

Refunds

Once your return arrives and has been checked, we will email you to confirm whether the refund is approved. Approved refunds are sent to your original payment method within 5 to 10 business days. Your bank or card provider may need a few extra days to show it on your statement. If you have not received your refund after 15 business days, please contact us.