Refund policy

Petzyo is committed to upholding the highest standards of product quality,  consumer transparency and delivering excellent customer service. 

In accordance with this commitment, Petzyo will not offer for sale at full price any product with less than three (3) months remaining before its best before date. 

Petzyo, at its discretion, may offer shorter dated products at a considerable discount. 

While customers are welcome to take advantage of sales and promotional pricing, we recommend purchasing quantities that align with reasonable consumption timelines to maintain optimal product performance whilst within use by dates. 

Our return policies vary based on the product and circumstances.

Meal Plan Items: Kibble that Counts & Raw Royalty

Taste Satisfaction Guarantee

We offer a 100% taste satisfaction guarantee on your first order (Either our 4kg, 8kg dry or 5.4kg raw).  If your dog isn't satisfied after the transition phase, contact us at yo@petzyo.com.au or call 03 9000 0523.

  • We'll send samples of other flavors. If your dog finds a favorite, we'll ship a replacement bag at no cost.

  • Opened bags can't be returned. Please donate them to a shelter or give them to a friend.

  • If samples aren't successful and you prefer a refund, we'll process it if conditions are met.

  • Unopened bags can be returned for a refund. Refunds are processed once our warehouse receives the return.

Requests for returns, exchanges, or refunds must be made within 30 days of your first delivery. For orders over 8kg, a combination of replacements and refunds may apply.

Raw Food Note

Due to perishability, we don't accept returns on our Raw Royalty range. However, contact us to discuss potential refunds or exchanges.

All Other Products (Including Treats)


  • Returns are accepted within 30 days if products are unopened and in original condition.

  • Items returned after 30 days may not qualify for a refund.

  • Returns may incur a restocking fee. 
  • No refunds or exchanges on opened edible items, including treats and pharmaceuticals, due to health policies.

  • Discounted products are eligible for refunds up to the amount spent, not the full price.

Refunds are processed back to the original payment method, less any applicable restocking fees. 

Damaged Products

If you receive a damaged product, contact us at yo@petzyo.com.au or 03 9000 0523. Include photos, order number, and name for a quick resolution.

Cancellations

We provide two reminders before processing orders. Once processed, orders are final and cannot be cancelled or refunded.

In exceptional cases, with management approval, refunds may be granted up to 45 days after delivery.