Returns & Refund Policy
At Petzyo, our mission is to provide you with an excellent customer experience. If you are not 100% happy with your purchase, please let us know. We have a number of return policies depending on the product purchased and your individual circumstances.
Meal Plan Items
Empty Bowl Guarantee
Basically, our 100% taste satisfaction guarantees that we will provide you with a refund on your first box (applicable to 8kg dry and 5.4kg raw orders) if your doggo isn't a fan.
Let's explore that.
If after transitioning slowly, and per our guide, your doggo is not 100% satisfied with the taste of our products, let us know. We will discuss with you what is appropriate for you, and your pooch, once you have made contact via email; email@example.com.
At which point, you and your fur baby have a number of options when it comes to our dry, Kibble that Counts range.
For starters, we can send you samples of our other flavours and once your doggo has picked their favourite, we get a replacement bag en route, complimentary, at our cost. Unfortunately, opened bags can't be returned to our warehouse so we suggest you a) donate to a nearby shelter or b) gift to a friend or family member. If the samples were not well received, we can begin processing said refund under this guarantee.
Alternatively, unopened bags can be returned for a refund, where you and your doggo aren't keen to explore and taste test other flavours. We will process the refund as soon as our warehouse has received your return. Please send us an email firstname.lastname@example.org to request a return.
Requests for returns, exchanges and refunds will be considered no later than 14 days after your first delivery.
In some cases, where 16kg was ordered, we may need to consider a combination of the above.
For instance, replacement of 1 x opened, 8kg bag (after samples sent, and tasted!) and a return (and refund) for the 2nd unopened, 8kg bag.
Our Customer service team is only ever a call or email away and will work with you to solve, taking into consideration your personal circumstances, and ultimately, your dog's preferences.
Please note we reserve the right to retain a restocking fee from your refund. Return freight and restocking is approximately $15/bag. This fee may be waived, on a case by case basis.
An important note about our Raw Food
Due to the perishable nature of the food, we do not accept returns of our Raw Royalty range. Imagine the stench – oh my!
Regardless of what you ordered for your pooch, a member of our customer service team would be happy to speak with you about the possibility of a refund or alternative product, simply reach out to email@example.com to discuss.
All Other Products (including 'Treats')
- We accept returns for up to 14 days from purchase, providing the products purchased are in original condition with packaging unopened, and where items were damaged or incorrectly represented.
- We do not accept returns for change of mind, or customer error (ie. wrong size or colour)
- Items returned after 14 days may not qualify for a refund.
- We cannot offer refunds or exchanges on any edible items (outside of our Taste Satisfaction Guarantee for Meal Plan items ) that are opened due to strict health policies. This includes all treats, pharmaceuticals and dental products.
We reserve the right to withhold a restocking fee for returned goods.
If you received any products that have been damaged in transit, please contact us at firstname.lastname@example.org. Please accompany the email with photos of the damaged items, and include your order number and name.
Refunds are processed back to the original payment method.
At Petzyo we aim to ensure customers who have opted for a Petzyo plan are given ample opportunity to modify their upcoming order. All customers, regardless of the product (be it raw, dry or both!) receive TWO courtesy reminders prior to the order processing (7 days and 2 days prior), and their card being charged. As such, once processed, all orders are final and orders cannot be cancelled, nor refunded.