Return Policy
RETURN & REFUND PROTOCOLS
(Strictly Enforced by the High Council)
Last Updated: January 1, 2026
At Petylia, Mr. Neta does not tolerate failure. Every product is inspected before it leaves our HQ. However, we understand that accidents happen in the field.
Because we deal in high-grade assets for V.I.P.s (Very Important Pets), our return policy is strict. Please read the following protocols carefully. Failure to follow these rules will result in your claim being rejected by the Administration.
1. The “On-Site Inspection” Protocol (Crucial)
You must inspect your package immediately upon arrival.
We allow you to open and check the product in front of the delivery hero (delivery man).
If the product is good: You accept it, pay for it, and the transaction is closed.
If the product is bad: You must return it to the delivery man immediately. Do not accept it.
IMPORTANT: Once you have inspected the item and the delivery man has left your premises, you acknowledge that the product was received in perfect condition. We will not accept quality complaints regarding visible defects after the delivery man has departed.
2. The “Unboxing Evidence” Protocol (Mandatory)
If you discover a hidden issue after the delivery man has left (e.g., a technical fault or internal damage), you must provide evidence.
NO VIDEO = NO REFUND. To prevent fraud, we strictly require a complete, unedited unboxing video to process any return claim.
Video Requirements:
Start Recording Early: The video must start before you cut the tape or open the package.
360 Check: Show the sealed package from all sides to prove it hasn’t been opened yet.
No Cuts: The video must be a single, continuous shot. No editing or pausing.
Show the Damage: Clearly zoom in on the defect or missing item while the video is still rolling.
If you fail to provide this video evidence, Mr. Neta will assume the damage occurred under your supervision, and your refund request will be denied.
3. Eligibility for Returns
You may request a return or exchange only under the following conditions:
You received the wrong product (e.g., You ordered a Tuna treat, but we sent Chicken).
The product arrived damaged or broken (proven by the Unboxing Video).
The product has a manufacturing defect not visible during the initial inspection.
4. Non-Returnable Items
For the safety and hygiene of all Bosses, the following items cannot be returned once opened:
Food & Treats: (We cannot risk contamination).
Litter & Hygiene Products: (For obvious sanitary reasons).
Used Toys/Beds: If your Boss has already slept on it or chewed it, it is boss’s forever.
5. How to Request a Refund
If you meet the criteria above, follow these steps within 24 hours of delivery:
Email Us: Send your claim to
support@petylia.comSubject Line: Return Request – [Order ID]
Attach Evidence: Attach your Unboxing Video and photos of the issue.
Wait for Approval: Our team will review the evidence. If approved, we will arrange for a replacement or refund within 7 business days.
Shipping Costs:
If the mistake is ours (wrong/damaged item), we pay the return shipping.
If you simply changed your mind (and the item is unopened), you pay the return shipping.