Politique de remboursement

At PETDURO, we care about your satisfaction. While our custom pet collars are made especially for your furry companions, we understand that sometimes things don't go as planned. Below you'll find all the details about how we handle returns and refunds.

 

1. Personalized Items (Custom Orders)

Because our personalized collars are made to order, we are unable to accept returns or offer refunds unless:

• The item arrives damaged
• The item is defective
• We made a mistake (wrong engraving, wrong size, or wrong item)

If that happens, please contact us via email at services@petduro.com within 7 days of receiving your item.

Include the following in your message:

• Your order number
• A clear photo of the product and the issue
• A short description of the problem

Once verified, we’ll offer a free replacement or a full refund.

 

2. Non-Personalized Items (Returnable Products)

     2.1 Items not Defective

If you'd like to return a non-personalized item in original condition (no quality issues), you may do so within 7 days of delivery.

Eligibility Requirements for Return and Refund

• Item must be unused and in original packaging
• Item must be in resellable condition

     2.2 Items Defective or with Any Other Problems Caused by Us

If the item you received is defective, incorrect (wrong size/color/engraving), or has any issues due to our mistake, please email us at services@petduro.com within 7 days of delivery.

Include the following in your message:

• Your order number
• A clear photo of the product and the issue
• A short description of the problem

Once verified, we’ll offer a free replacement or a full refund.

      2.3 Return Shipping Fee

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

 

3. How to Return Non-Personalized Items

Step 1: Request a Return

Email us at services@petduro.com within 7 days of delivery and include:

• Your order number
• The item(s) you wish to return
• Reason for return

Step 2: Wait for Approval

We will review your request and, if approved, provide you with:

• A return authorization
• The return shipping address

Please do not send any items back without authorization.

Step 3: Ship the Item

• Pack the item securely
• Use a trackable shipping method
• Ship the item to the address provided

Please be aware that you are responsible for the cost of return shipping.

Step 4: Refund Processing

Once we receive and inspect the return:

• If the return meets all conditions, a full refund, excluding the shipping cost, will be issued to your original payment method within 5–7 business days.
• If the item is damaged or used, we reserve the right to deny a refund.

 

4. Order Changes & Cancellations

You may cancel or change your order information within 2 hours of purchase.

After that, the item will be in production and cannot be modified or canceled.

If the order is cancelled successfully, a full refund, including the shipping cost, will be issued to your original payment method within 5–7 business days.

 

5. Need Help?

If you have any questions, feel free to contact our support team:
services@petduro.com

We're always here to help and ensure you have a great shopping experience!