Last updated: 15 October 2026
At PETIVO LTD, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we aim to make the return and refund process as straightforward as possible.
1. Right to Cancel Your Order
Customers purchasing online within the EU and UK generally have the right to cancel their purchase within 14 days of receiving their goods, without providing a reason, subject to applicable legal exceptions.
To exercise this right, please notify us within the applicable cancellation period by emailing petivo.support@gmail.com. Please include your order number and a clear statement that you wish to cancel.
After notifying us, you generally have a further 14 days to return the goods.
2. Return Conditions
For a change-of-mind return, please take reasonable care of the products while inspecting them. Where possible, return the items with their original packaging, accessories, and any included documentation.
You may handle products as reasonably necessary to establish their nature, characteristics, and functioning. Any reduction in value caused by handling beyond what is necessary may be subject to applicable law.
Certain products may be excluded from the right of withdrawal where a lawful exception applies, such as qualifying sealed goods that cannot be returned for health protection or hygiene reasons once unsealed. Any such exception will be applied only where legally permitted.
3. Refunds for Orders Not Dispatched Within 7 Days
We aim to dispatch orders promptly.
If we are unable to dispatch your order within 7 calendar days of purchase, you may contact us to request a full refund and cancellation of the affected order. We will confirm the cancellation and arrange the refund to your original payment method.
This 7-day refund commitment is an additional customer-service policy and does not limit any other statutory cancellation, delivery, or refund rights you may have.
If your order has already been dispatched, please contact our support team for assistance with the available cancellation and return options.
4. Faulty, Damaged, or Incorrect Products
If an item arrives damaged, is defective, or does not match your order, please contact petivo.support@gmail.com and provide your order number, a description of the issue, and photographs where helpful.
We will assess the issue and provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include repair, replacement, a price reduction, or a refund.
Your statutory rights regarding faulty or non-conforming products remain unaffected. Where the law requires it, we will cover the reasonable costs associated with returning defective goods.
5. How to Request a Return
To begin a return:
- Email petivo.support@gmail.com with your order number.
- Explain whether you are cancelling your purchase, returning a faulty item, or reporting an incorrect product.
- Wait for our return instructions before sending the goods back.
- Package the product securely and follow the instructions provided.
Please do not send items to an address that has not been confirmed by our support team.
6. Return Shipping Costs
For a change-of-mind return, customers may be responsible for the direct return shipping costs where permitted by law and where this responsibility was communicated before purchase.
For faulty, damaged, or incorrectly supplied goods, PETIVO LTD will cover return costs where required by applicable law.
7. Refund Processing
Where you exercise your statutory right of withdrawal, we will process your refund within the time required by law. Generally, refunds must be made within 14 days of receiving your cancellation notice, although for goods we may withhold reimbursement until we receive the returned items or evidence that they have been sent, whichever occurs first.
Refunds will normally be made using the original payment method unless you expressly agree otherwise. We will not charge a refund fee.
Where applicable, the refund will include the cost of the least expensive standard delivery option originally offered.
8. Late or Missing Refunds
If you have been notified that your refund has been processed but cannot see it in your account, please first check with your payment provider or bank.
If you still need assistance, contact us at petivo.support@gmail.com and include your order number and refund confirmation details, if available.
9. Contact Us
For all questions concerning cancellations, returns, or refunds, please contact:
PETIVO LTD
Email: petivo.support@gmail.com
Phone: +386 71 197 901
We are committed to treating every customer fairly and respecting all applicable consumer protection laws.