Refund policy

Refund Policy

Last updated: 2026

We want you to love what you buy from Petora. If something isn't right, we'll make it right.

30-day returns

You have 30 days from the date your order arrives to request a return. To be eligible, items must be:

Unused and in the same condition you received them
In the original packaging where possible
Accompanied by proof of purchase (order number or receipt)

Items that can't be returned

Used or worn pet products (for hygiene reasons)
Custom or personalized items
Gift cards
Sale or clearance items (unless arrived damaged)

Damaged or defective items

If your item arrives damaged or defective, contact support@petora.care within 7 days of delivery with photos. We'll send a replacement or full refund — your choice.

How to start a return

Email support@petora.care with your order number and reason for return. We'll send return instructions within 24 hours.

Refund timing

Once we receive and inspect your return, we'll process the refund within 5 business days to your original payment method. Bank processing can take an additional 5-10 days to show in your account.