Refund and Returns Policy

Effective Date: September 3, 2026

This Refund and Returns Policy applies to all purchases made through the official e-commerce website www.petdirektstore.com, operated by Pet Direkt d.o.o. As a brand founded by a team of passionate pet lovers that curates practical, durable, pet-safe accessories ranging from durable latex rubber squeaky chicken toys for small and medium dogs to multi-surface pet hair remover gloves for pets, furniture and car interiors, we design every policy to balance fair treatment for our customers and sustainable operations that let us keep bringing high-quality, affordable pet care tools to every household.

This policy clearly outlines the terms, eligibility criteria, and step-by-step process for product returns and related resolutions, with an explicit core rule that pure, unaccompanied partial or full refunds without return of the purchased product are strictly not permitted for all standard orders under almost all circumstances. If you have any questions about this policy at any point, you can contact our support team via email at kaelo@petdirektstore.com, call us at +385 800 9435, or send physical inquiries to our registered office at Gustelnička ulica 9, 10000 Zagreb, Croatia, and we will respond to your request within 3 business days.

1. Core Non-Refund-Only Rule

To ensure fair and transparent shopping experiences for every member of our Pet Direkt community, we explicitly emphasize that ‌no “refund only” requests will be approved under standard conditions‌. You are not eligible to receive a full or partial monetary refund without returning the corresponding product you purchased from our store to our designated return address. This rule applies to all categories of our products, including pet toys, grooming tools, portable pet water bottles, pet feeders, and all other pet care essentials listed on www.petdirektstore.com. We do not process any requests where customers keep the ordered item while asking for full or partial refund compensation, as this policy helps us maintain affordable pricing for all our pet parents and keep our product quality consistent without extra operational cost burdens that would eventually be passed on to all shoppers.

2. Return Eligibility Criteria

To qualify for a valid return that is eligible for subsequent resolution, your request must meet all the following requirements:

Your return request must be submitted within 30 calendar days from the date you successfully receive your ordered product. Any requests submitted after this 30-day window will not be accepted, unless the product has a confirmed manufacturing defect that is not visible upon initial unboxing.
The product you intend to return must be in unused, undamaged, resalable original condition, with all original tags, packaging parts, accessories, and user manuals included. Products that are stained, damaged by improper use by you or your pet, washed, or modified after delivery are not eligible for return. For hygiene reasons, grooming tools such as cat grooming brushes with soft bristles or pet hair remover gloves can only be returned if they are completely unopened and unused.
You must provide a valid order number, proof of purchase, and clear photos or short videos that show the condition of the product when you initiate the return request, so our support team can verify your return case quickly.
Custom-made or personalized special order products that we produced exclusively according to your custom requirements are not eligible for return, unless the items have confirmed manufacturing defects.

3. Step-by-Step Return Process

All return requests need to follow the official process below to be processed smoothly:

‌Submit your return request first‌: Do not send any product back to us before getting our confirmation. Contact our customer support team with your order number, the name of the product you want to return, and a clear explanation for your return reason, with corresponding visual evidence if needed. Our support team will review your request and confirm if it meets the return eligibility within 2 business days.
‌Get and use the designated return shipping label‌: If your request is approved, our team will send you an official return shipping address and corresponding return label. You will be responsible for covering the return shipping cost, unless the product you received has a confirmed manufacturing defect, or we made a shipping mistake and sent you the wrong product or wrong size item.
‌Ship the product back and share the tracking number‌: Pack the product securely to avoid damage during transit, attach the provided return label to the outer of the package, and send us the new tracking number of the return package via email once you drop it off at the courier point.
‌Wait for our warehouse inspection‌: Once our logistics team receives your returned package, our staff will carefully inspect the returned product within 3 business days to confirm it meets all return eligibility criteria we outlined above.

4. Post-Return Resolution Options

Since “refund only” is not permitted, after your returned product passes our inspection successfully, you can choose one of the two available resolution options instead of getting a direct unaccompanied refund:

‌Exchange for another product‌: You can choose to exchange the returned item for another product of equivalent or higher value from our Pet Direkt store catalog. If the new product you select has a higher price than the original item you returned, you will only need to pay the small price difference. This is our most popular option for customers who want to try other items from our collection, such as swapping a standard pet water bottle for our insulated pet water bottle that keeps water cool for dogs during summer walks.
‌Store credit coupon of equal value‌: We can issue a full-value store credit coupon equivalent to the full amount of your original order to your user account on www.petdirektstore.com. This store credit never expires, and you can use it at any time to purchase any pet product listed in our store with no additional restrictions.

In extremely rare special cases where returning the product is genuinely impossible (such as when the product you received has a severe safety defect that makes returning it inappropriate, or the product is confirmed lost during our original shipping process), our team will conduct a separate independent verification of the whole case. Only after we finish the full official verification process and confirm the exceptional situation, will we issue a corresponding resolution. Even in these scenarios, we will never approve any unsubstantiated “refund only” requests without full supporting evidence and official validation.

5. Special Clause Notes

This policy does not affect your mandatory statutory consumer rights that are protected under applicable Croatian and European Union consumer protection laws. For any products that are confirmed to have hidden manufacturing defects within the official warranty period, we will provide you with reasonable corresponding solutions in line with legal requirements.