Refund policy

RETURN AND REFUND POLICY

Last Updated: March 4, 2026

At Petora, we want you and your Cavalier King Charles Spaniel to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.

Return Period

You have 30 calendar days from the date of delivery to return eligible items for a refund. This exceeds the European Union's minimum requirement of 14 days, giving you extra time to ensure the product is right for your pet.

Eligible Returns

To be eligible for a return, items must be:

  • Unused and in the same condition that you received them
  • In the original packaging with all tags attached
  • Accompanied by proof of purchase (order number or receipt)

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned once opened or used:

  • Plush toys, squeaky toys, and chew toys that have been used or removed from packaging
  • Food dispensers, treat toys, or feeding mats that have been used
  • Any item that shows signs of pet use or damage

The following items can be returned if unused and in original packaging:

  • Dog beds, blankets, and bedding
  • Water fountains and bowls (if unopened)
  • Keychains, lunch boxes, and accessories
  • Clothing and non-personalized items

How to Initiate a Return

To start a return, please contact us at:

  • Email: contact@petora.today
  • Include your order number and reason for return

We will provide you with return authorization and shipping instructions within 2 business days.

Return Shipping Address

[Your Business Name] [Your Street Address] [City, Postal Code] Romania

Return Shipping Costs

  • Standard Returns: Customer is responsible for return shipping costs
  • Defective or Damaged Items: We will provide a prepaid return label at no cost to you
  • Wrong Item Sent: We will provide a prepaid return label and send the correct item

We recommend using a trackable shipping service for returns, as we cannot guarantee receipt of returned items without tracking.

Refund Processing

Once we receive and inspect your return:

  • Approved refunds will be processed within 5-10 business days
  • Refunds will be issued to your original payment method
  • You will receive an email confirmation when your refund has been processed
  • Please allow 5-10 additional business days for the refund to appear in your account, depending on your bank or payment provider

Damaged or Defective Items

If you receive a damaged or defective product:

  • Contact us immediately with photos of the damage
  • We will arrange for a replacement or full refund, including return shipping costs
  • In some cases, we may offer a partial refund if you wish to keep the item

Exchanges

We do not offer direct exchanges. If you need a different size, color, or product, please return the original item for a refund and place a new order.

EU Consumer Rights

As a customer in the European Economic Area, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. This right of withdrawal applies to all eligible products as outlined above. You also have the right to conformity of goods - products must match their description and be fit for their intended purpose.

Late or Missing Refunds

If you haven't received your refund within the stated timeframe:

  1. Check your bank account again
  2. Contact your credit card company (processing may take time)
  3. Contact your bank (processing delays may occur)
  4. If you've done all of this and still have not received your refund, please contact us at contact@petora.today