FAQs

PAYMENT

We accept PayPal as well as credit/debit cards payment both directly and through these payment gateways.

 

REFUND AND RETURN POLICY

By placing an order, you have confirmed that you have read, understood and accepted these following policies.

Returns

 We accept return on products which were shipped out by us and if the item is faulty due to an error on our end (e.g. wrong item or damaged item). 

Item(s) must be returned together with proof of purchase. 

To complete your return, we require a receipt or proof of purchase. Please contact our support team via email for more information. Please be informed that you have to pay the return shipping fee.

 

Refunds 

Our policy lasts 15 days from the arrival date. If 15 days have gone by since you received the item, unfortunately, we can’t offer you a refund or exchange. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 

We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days. 

There is often some processing time (5 business days) before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at

Email: support@petzenia.com

Cancel order 

You can only cancel your order within 6 hours from purchasing time on the same day. Please be informed that a management, processing and transaction fee (5% of your total order value) will be applied for the cancellation. Full refund only applies to switching orders. 

 

Once you place new orders, our system will automatically cancel old orders and refund 100%.