Returns FAQs

Frequently Asked Questions — Returns

What is your return policy?

You have the right to return any item within 14 days of receiving your order, in accordance with German consumer protection law (Widerrufsrecht). Items must be unused and in their original packaging.

How do I start a return?

To initiate a return, please contact us at support@petlovings.com with your order number and the reason for your return. Our team will guide you through the process.

Who pays for return shipping?

If the item is faulty, damaged, or incorrect, we will cover the return shipping cost. For change-of-mind returns, the customer is responsible for return shipping costs.

When will I receive my refund?

Once we receive and inspect the returned item, we will process your refund within 5–7 business days. The refund will be issued to your original payment method.

Can I return food or hygiene products?

For health and hygiene reasons, we are unable to accept returns of opened food products, treats, or certain hygiene items unless they are faulty or damaged.

What if my item arrived damaged or incorrect?

We're sorry to hear that! Please contact us within 48 hours of receiving your order at support@petlovings.com with your order number and photos of the issue. We'll arrange a replacement or full refund as quickly as possible.