Refund policy

Last updated: 19.10.2026

Cancelling a purchase

You can cancel a purchase under the Israeli Consumer Protection Law, 1981, within 14 days of receiving the product or of receiving the transaction details, whichever is later.

Senior citizens (65+), people with disabilities and new immigrants (up to 5 years from immigration) may cancel a transaction that included a conversation with the business within 4 months, subject to 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 and send instructions for returning the product.

Returning the product

• Return the product new, unused, complete and in its original packaging, with all the parts and accessories it came with.
• For hygiene reasons, products that come into contact with your pet's body or mouth (such as chew toys, bowls, water bottles, clothing, collars and harnesses, beds and mats, brushes, combs, toothbrushes and hygiene products) are accepted only if unused and unopened.
• The cost of shipping the product back to us is paid by the customer, except for a defective or incomplete product, or one that doesn't match the order.
• Customers abroad: 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 refund the payment within 14 days of receiving the cancellation notice, to the original payment method. As the law allows, a cancellation fee of 5% of the transaction price or ₪100, whichever is lower, is deducted. No cancellation fee is charged when the cancellation is due to a defect or a mismatch.

Defective, incomplete or wrong product

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

Exchanging a size or color

Wrong size, or would you prefer another color? The fastest way is to cancel the purchase as described above and order the right product. Please check the size chart on the product page first, and we'll be happy to help you choose a size by email.

Products that can't be cancelled

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