Returns Policy

At Petzyo, our mission is to deliver you with an excellent customer experience. We know we’re not pawfect, but we're always eager to improve. If you're not 100% happy with your purchase, please don't hesitate to let us know. Our returns policy differs based on the product you wish to return.

Petzyo Meal Plan Items

Empty bowl guarantee: 

If you’re trying Petzyo for the first time and your pup is not 100% satisfied with the taste of our food, let us know and we'll happily refund your purchase. We will accept requests for refunds within the initial 14 day transition period that we suggest when switching to Petzyo food. For requests after this time period, Petzyo reserves the right to use their discretion in offering refunds. We also recommend ordering a small quantity for first time orders if your dog is a fussy eater in order to help minimise food wastage.

Add to Box Items (including 'Treats') 

We know online shopping can be difficult when you don't get to see the products in pawson. Got the wrong size? The colour isn't what you thought it would look like? No problems! We accept change of mind returns up to 14 days from purchase, providing the products are in their original condition with packaging unopened.

  • Items returned after 14 days may not qualify for a refund.

  • Refunds can be processed through card or the account that the purchase was made from.

  • Customers will have to pay for the shipping cost of a product’s return, unless there was an error on our behalf. For Melbourne customers, we may be able to pick up products on the 1st of every month through our packaging pick up service. This can be organised via e-mail through yo@petzyo.com.au and is at the business’s discretion, depending on the location of the pick up.

  • Unfortunately, we can't offer refunds or exchanges on any edible items (excluding our meal plans) that are opened due to strict health policies. This includes all treats, pharmaceuticals and dental products.

Faulty/Damaged Products

If you have received any products that are faulty or have been damaged in transit, we are very sorry for this and will do our best to rectify the situation. Please contact us at yo@petzyo.com.au, including your order number and name. Also, make sure to accompany the email with photos of the faulty/damaged items.


 
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