Refund & Return Policy

1. Personalized & Custom Goods Policy

Each Petybuzz collar is individually crafted and permanent laser-engraved with your pet’s specific name and your private telephone number. Because each collar is personalized exclusively for your pet, we cannot accept standard returns or exchanges for change-of-mind, as these custom items cannot be restocked or resold.

However, we guarantee that the item you receive matches your order specifications and arrives in pristine condition.

2. What is Covered Under Our Guarantee

You are entitled to a full free replacement or refund within 30 days of package delivery in any of the following scenarios:

• Workshop Engraving Errors: The engraved name or phone number does not match what you submitted in your order confirmation.
• Manufacturing Defects: Defective buckle, broken rivets, faulty stitching, or damaged metal hardware upon delivery.
• Incorrect Item Sent: Received a different size, color, or style than what was ordered.
• Damaged or Broken in Transit: The package or product was crushed, torn, or broken during carrier shipping.

3. How to Request a Free Replacement or Refund

We make the resolution process fast and painless:

4. Customer Typo or Sizing Mistakes (Courtesy Remake)

We understand that mistakes happen! If you accidentally entered the wrong phone number, misspelled your pet’s name during ordering, or selected the wrong collar size without measuring your pet’s neck:

Please reach out to hello@petybuzz.com. While we cannot offer full free replacements for customer input errors, we provide a 50% off Courtesy Remake so you can get the correct collar without paying full price.

5. Order Cancellations & Modification Window

Because custom production moves swiftly, orders can only be modified or cancelled within 2 hours of checkout. Once your order enters the laser engraving queue, materials have been cut and engraved specifically for you, and the order can no longer be cancelled.

6. Lost or Delayed Packages

All orders include free standard shipping (7–12 business days delivery). If your tracking number shows no movement for more than 15 business days, or the postal carrier confirms the parcel was lost in transit, we will send an expedited replacement collar free of charge.

7. Refund Processing Times

When a monetary refund is approved, it will be automatically issued back to your original payment method (credit card via Stripe, or your PayPal account). Refunds typically reflect in your bank or card account within 3–5 business days depending on your financial institution.