Returns & Refunds Policy

Last updated: 18.10.2026

Cancelling a purchase

You may cancel a purchase in accordance with the Israeli Consumer Protection Law, 5741–1981, within 14 days of receiving the product or of receiving the document with the transaction details, whichever is later.

Senior citizens (aged 65 and over), people with disabilities and new immigrants (up to 5 years from their date of immigration) may cancel a transaction that included a conversation with the business within 4 months, subject to the provisions of the law.

How to cancel

Send us a cancellation notice by email at support@petify-online.com, with your full name and order number. We'll confirm that we received it and send you instructions for returning the product.

Returning the product

  • Products are returned new, unused, complete and in their original packaging, together with all the parts and accessories they came with.
  • For hygiene reasons, products that come into contact with your pet (such as chew toys, bowls, clothing, beds and grooming brushes) can be returned only if they have not been used and their packaging has not been opened.
  • Return shipping is paid by the customer, except for a defective product or a product that does not match the order.
  • International customers: before sending a product back, contact us and we'll send you the return address. Customs duties and taxes paid in the destination country are not refunded by us.

Refunds

We'll refund the payment within 14 days of receiving the cancellation notice, to the payment method used for the purchase. In accordance with the law, a cancellation fee of 5% of the transaction price or ₪100, whichever is lower, is deducted. When the cancellation is due to a defect or a mismatch, no cancellation fee is charged.

Defective or wrong product

Received a product that is defective, broken, missing parts or different from what you ordered? Contact us within 14 days of receiving it with a photo or a short video. We'll send a replacement or refund the full amount, including shipping, with no cancellation fee.

Products that cannot be cancelled

By law, purchases of products made specially at the customer's request, and of products that by their nature can be copied or duplicated and whose packaging has been opened, cannot be cancelled.