Return and Refund Policy

Petzena, we want you and your furry friends to be happy with your purchase. We understand that sometimes a product may not be the right fit, or an item may arrive with a problem. We’re here to help make the return process as simple and clear as possible.

You may request a return within 30 days of delivery, subject to the eligibility requirements below.

Return Eligibility

We accept return requests for eligible defective and non-defective products.

To qualify for a return, the item must:

  • Be new and unused.
  • Be in its original condition.
  • Include its original packaging, where applicable.
  • Not have been damaged or altered after delivery.
  • Include proof of purchase, such as your order number or receipt.

For hygiene and safety reasons, please contact us before sending back any pet grooming product that has been used. We will review your request and explain the available options in accordance with our policy and applicable law.

Please contact us before returning an item so we can provide the correct instructions.

How to Request a Return

Getting help with your Petzena order is easy. Simply email us at:

Email: info@petzena.shop

Please include the following information in your message:

  • Your order number.
  • The product you wish to return.
  • The reason for your return.
  • Clear photos of the item if it arrived damaged, defective, or incorrect.

Once we receive your request, we’ll review the details and reply with the next steps and return instructions.

Return Methods

Approved returns may be sent by mail. In-store returns are not available unless we specifically confirm otherwise.

For eligible mail returns, we provide a free return shipping label, so you won’t be charged for the label itself.

Please wait for our return instructions before shipping your item back.

Return Fees

Petzena does not charge a restocking fee for approved returns.

No restocking charges will be deducted from your refund.

Refunds

Once your returned item arrives, we’ll inspect it and determine whether it meets the return requirements.

If your return is approved, we’ll issue the refund to your original payment method.

Please allow up to 10 days after return approval for refund processing. Depending on your bank or payment provider, additional time may be needed for the funds to appear in your account.

We’ll do our best to keep you informed throughout the process.

Exchanges

If you’d prefer a different eligible product, we’re happy to review an exchange request.

Please email info@petzena.shop with your order number and the product you’d like to exchange. Exchanges depend on product availability and confirmation from our team.

Damaged, Defective, or Incorrect Items

We know how disappointing it can be when an order doesn’t arrive as expected.

If your item arrives damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible.

Include your order number and clear photos of the item and its packaging, if available. We’ll review the issue and help arrange an appropriate return, replacement, or refund in accordance with applicable law.

Questions About Returns or Refunds?

We’re always happy to help. If you have questions about a return, refund, or exchange, please reach out to us.

Contact Information

Store name: Petzena
Phone: +1 (585) 632-9546
Email: info@petzena.shop
Address: 20 Pine Hill Dr, Pittsford, NY 14534, United States

Business Hours

Monday – Friday: 9:00 AM – 6:00 PM (EST)
Saturday – Sunday: Closed