Refund & Return Policy
Last updated: 1 July 2026
At Petsoria, we want you to feel confident when shopping for your pet. If something is not right with your order, you may request a return within 30 days of receiving your order, subject to the conditions outlined below.
This Return & Refund Policy explains how Petsoria handles returns, refunds, cancellations, damaged or incorrect pet products, and missing orders.
Petsoria is a trade name of Outlight Systems, registered in the Netherlands. Our full business and contact information is provided at the end of this policy.
1. 30-Day Return Window
You may request a return within 30 days of receiving your order.
The 30-day return period begins on the date your order is delivered to you or to a third party designated by you, such as a household member, neighbour, reception desk, or pickup location.
Return requests submitted after the 30-day period may not be accepted unless required by applicable law.
2. Conditions for Returns
To be eligible for a return, the product must generally be:
- Unused and in the same condition in which it was received;
- Clean and free from pet hair, fur, saliva, stains, odours, dirt, bite marks, scratches, or other signs of use;
- Free from damage caused after delivery;
- Returned with all original parts, accessories, labels, manuals, and packaging where reasonably possible;
- Accompanied by proof of purchase, such as your order number or order confirmation.
Where relevant, you may inspect or test the fit of a pet accessory at home to determine whether it is suitable for your pet.
However, products must not be used beyond what is reasonably necessary to inspect their size, fit, appearance, or basic functionality.
For example, a harness may be carefully tried on indoors, but it should not be returned after being used on outdoor walks unless the product is faulty.
Products returned with evidence of substantial use, chewing, scratching, washing, modification, damage, missing parts, pet-related staining, or other deterioration may be refused or may qualify only for a reduced refund where permitted by law.
3. Items That Cannot Be Returned
For hygiene, safety, customisation, or other practical reasons, certain products may not be eligible for return unless they arrived damaged, defective, or incorrect.
Non-returnable items may include:
- Personalised, customised, engraved, or made-to-order pet products;
- Gift cards;
- Pet products that have been substantially used, chewed, scratched, damaged, or altered after delivery;
- Hygiene-sensitive pet products that have been opened or used where resale would be inappropriate for health or hygiene reasons;
- Grooming or personal-care products that have been opened or used, where applicable;
- Consumable products that have been opened, where applicable;
- Products specifically identified as non-returnable on the relevant product page.
This does not affect your rights if a product arrives damaged, defective, materially different from what was ordered, or otherwise qualifies for a remedy under applicable law.
4. How to Request a Return
To request a return, please contact us at:
Please include:
- Your order number;
- The product or products you would like to return;
- The reason for your return;
- Relevant photographs if the product arrived damaged, defective, or incorrect.
We aim to respond to customer enquiries within 24 hours.
Please do not return a product before contacting us and receiving return instructions.
The correct return location may differ from our registered business address depending on the product and fulfilment location.
Returns sent to an incorrect address or without following the provided instructions may be delayed, refused, or returned to the sender.
5. Return Instructions
Once your return request has been reviewed and approved, we will provide the appropriate return instructions, including the return address and any reference information required.
When returning a product, please:
- Use the original packaging where reasonably possible;
- Include your order number or return reference;
- Make sure all included parts and accessories are returned;
- Package the product securely to prevent damage in transit;
- Use a tracked shipping service;
- Keep your proof of postage and tracking information until your refund has been completed.
Petsoria cannot accept responsibility for a returned package that is lost in transit where no tracking or proof of postage is available.
6. Return Shipping Costs
Customers are generally responsible for the cost of returning an unwanted product.
Petsoria will cover or reimburse reasonable return-related costs where appropriate if the product:
- Arrived damaged;
- Arrived defective;
- Was materially different from the product ordered; or
- Was incorrectly supplied by us.
Where a product is simply no longer wanted, does not suit your pet, or the incorrect size was ordered by the customer, return shipping costs are generally the customer's responsibility.
Original shipping charges, if any, are generally non-refundable unless the return results from our error or applicable law requires otherwise.
Petsoria currently offers free standard shipping on U.S. orders; however, this does not automatically include free return shipping.
7. Refunds
Once an eligible returned product has been received, we will inspect it and notify you of the outcome of your return request.
If your return is approved, your refund will be issued to the original payment method used for the purchase.
Approved refunds are generally processed within 14 days after the returned product has been received and approved.
In many cases, refunds are processed sooner.
After Petsoria issues your refund, your bank, card provider, digital wallet, or other payment provider may require additional processing time before the funds appear in your account.
We cannot redirect a refund to a different card, bank account, or payment method.
8. Restocking Fees
Petsoria does not charge a standard restocking fee for eligible returns.
However, where permitted by law, a reduced refund may apply if the value of a returned product has been diminished due to unnecessary use, damage, missing components, or improper handling by the customer.
9. Partial Refunds
A partial refund may be considered where permitted by applicable law if:
- The product shows signs of use beyond reasonable inspection;
- The product is returned with pet hair, stains, odours, bite marks, scratches, or other signs of use;
- Parts, accessories, labels, or other included components are missing;
- The product is damaged because it was not packaged appropriately for return shipping;
- The product has been altered, washed, modified, or otherwise changed;
- A return is accepted outside the standard 30-day return period as a goodwill exception.
If a return cannot be accepted, we will notify you.
Where appropriate, the product may be returned to you, and additional shipping costs may apply.
10. Exchanges
Petsoria does not currently offer direct exchanges.
If you would like a different:
- Size;
- Colour;
- Style;
- Pet product; or
- Product variant,
please return the original eligible item in accordance with this policy and place a new order through our website.
This helps ensure that your preferred product or size remains available and can be processed without unnecessary delay.
11. Damaged, Defective, or Incorrect Pet Products
If a product arrives damaged, defective, or incorrect, please contact us within 14 days of delivery at:
Please include:
- Your order number;
- A clear explanation of the issue;
- Clear photographs of the product;
- Photographs of the packaging where relevant.
If the issue is confirmed, we will provide an appropriate solution.
Depending on the circumstances, this may include:
- A replacement;
- A refund;
- A return at no additional cost to you; or
- Another appropriate remedy.
For the safety of your dog or cat, please stop using any pet product that appears damaged, defective, or unsafe until the issue has been reviewed.
This does not affect any mandatory consumer rights available under applicable law.
12. Order Cancellations Before Dispatch
If you would like to cancel your order, please contact us as soon as possible at:
If your order has not yet entered processing or been dispatched, we will make reasonable efforts to cancel it and issue a refund to your original payment method.
Once an order has been processed, prepared for shipment, or dispatched, cancellation may no longer be possible.
In that situation, you may request a return after receiving the order, subject to the conditions of this policy.
13. Missing or Lost Orders
If your Petsoria order has not arrived within the estimated delivery timeframe, please first check the tracking information provided with your shipping confirmation.
If tracking states that your package has been delivered but you cannot locate it, please:
- Check around your property and any designated safe delivery areas;
- Ask household members;
- Check with neighbours;
- Check with your building reception, concierge, or mailroom where applicable;
- Look for a delivery notice;
- Contact the carrier using your tracking information.
If the package still cannot be located after 5 business days, please contact us.
If your order has not been delivered within 20 business days after dispatch, contact us at:
We will review the available tracking information and may begin an investigation with the carrier or fulfilment partner.
If a shipment is confirmed lost, or remains undelivered without a reasonable resolution, we will offer an appropriate solution such as a replacement or refund.
14. Refused or Undeliverable Packages
A package may be returned to us or to one of our fulfilment partners if:
- The shipping address provided was incorrect or incomplete;
- Delivery was refused;
- The package was not collected from a pickup location within the carrier's holding period;
- The carrier was unable to complete delivery after the permitted number of attempts.
Where the failed delivery results from incorrect information or actions attributable to the customer, reasonable shipping, return shipping, or carrier charges may be deducted from an applicable refund where permitted by law.
This does not apply where the failed delivery resulted from an error by Petsoria or our fulfilment partners.
If you ask us to resend an undeliverable order, additional shipping costs may apply.
15. Product Suitability, Size, and Pet Use
Dogs and cats vary considerably in size, breed, age, behaviour, strength, chewing habits, and individual preferences.
Before ordering, please review all available:
- Product measurements;
- Sizing guidance;
- Product descriptions;
- Recommended usage information; and
- Any pet-specific instructions shown on the product page.
Choosing an unsuitable size or product for your individual pet does not automatically make the product defective.
Where a return is requested because a product does not fit or suit your pet, the normal return conditions in this policy apply.
For safety reasons, inspect pet toys, beds, leads, harnesses, feeding products, scratching products, travel accessories, and other pet products regularly and discontinue use if they become damaged.
16. Your Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or remove any mandatory consumer rights available to you under applicable law.
Customers in the United States may have additional rights under applicable federal or state consumer protection laws.
Where mandatory legal protections provide rights that are more favourable than this store policy, those legal protections will apply.
17. Complaints
If you are dissatisfied with how a return, refund, cancellation, damaged-product claim, or other order-related issue has been handled, please contact us at:
Please provide:
- Your order number;
- Your contact details;
- A clear description of your concern;
- Any relevant photographs or supporting information.
We aim to acknowledge complaints within 2 business days and resolve them within 14 days where reasonably possible.
More complex cases, such as carrier investigations, may require additional time.
18. Changes to This Policy
Petsoria may update this Return & Refund Policy from time to time to reflect changes in our products, operations, fulfilment arrangements, legal requirements, or business practices.
When this policy is updated, the “Last updated” date at the top of the page will be changed.
The version of the policy applicable at the time of your purchase will generally apply to that order, subject to mandatory legal requirements.
19. Who We Are
Petsoria is a trade name of Outlight Systems, registered in the Netherlands.
Brand Name:
Petsoria
Legal Company:
Outlight Systems
Registered Office:
Hendrik Soeteboomstraat 4
1035 NX Amsterdam
The Netherlands
Chamber of Commerce Number (KvK):
42045311
VAT Number:
NL869455904B01
Telephone Number:
+31 6 51691724
Contact Email:
support@petsoria.com
20. Contact Us
For questions about returns, refunds, cancellations, damaged products, incorrect orders, or other order-related matters, please contact us:
Email:
support@petsoria.com
Postal Address:
Petsoria
c/o Outlight Systems
Hendrik Soeteboomstraat 4
1035 NX Amsterdam
The Netherlands
Telephone Number:
+31 6 51691724
Customer Service Hours:
Monday–Friday: 09:00–17:00 CET/CEST
Saturday–Sunday: 09:00–13:00 CET/CEST
Average Response Time:
We aim to respond within 24 hours.
Important: Please do not send returns directly to our registered office unless our customer support team specifically instructs you to do so. The correct return address may vary depending on the product and fulfilment location.