Refund policy

We want you to be happy with your Petzzz Paradise order. Please read below for how returns, refunds, and replacements work.

Damages, defects and incorrect items
If your item arrives damaged, defective, or isn't what you ordered, contact us within 30 days of delivery at team@petzzzparadise.com with a photo or video of the issue. Once verified, we'll send you a free replacement or a full refund — whichever you prefer. You do not need to send the item back to us.

Change of mind
Because of how our products are sourced and shipped, we're not able to accept physical returns for change-of-mind purchases. If you no longer want an item you've ordered, contact us at team@petzzzparadise.com as soon as possible — if your order hasn't yet been processed for shipping, we may be able to cancel it for a full refund.

UK and EU 14 day cooling off period
If your order is shipped into the United Kingdom or the European Union, you have the right to cancel within 14 days of receiving it, for any reason...Contact us to arrange this — as physical return isn't required, we'll process your refund directly once confirmed.

Non-eligible items
We can't offer refunds or replacements for issues caused by misuse, or change-of-mind once an order has shipped, except where required by law (e.g. the EU cooling-off period above).

Refunds
Once approved, refunds go to your original payment method within 10 business days. Contact us if more than 15 business days have passed since approval.