Support
Returns & Exchanges
Return and exchange conditions are published here so customers can review them before ordering.
Return window and first contact
- Contact Petly Groom within 14 days after delivery or pickup if you want to request a return or exchange.
- Use anastasia@petly-groom.ch or +41 76 626 19 33 and include the order reference, product name and reason for the request.
- Do not send or bring items back before Petly Groom confirms the next step.
Eligible and excluded products
Unused products in original, resellable condition can be reviewed for return or exchange. A receipt, order confirmation or payment reference may be required.
Opened food, treats, hygiene products, cosmetic products, grooming liquids, sealed consumables and products damaged after delivery or pickup may be refused for hygiene and safety reasons.
Wrong, damaged or incomplete items should be reported as soon as possible with photos where useful, so Petly Groom can review refund, replacement or exchange options.
Approved refunds are returned to the original payment method where technically possible.
Store and contact details
Petly Groom
Via Serafino Balestra 18, 6900 Lugano, Svizzera
Monday: Closed | Tuesday: 09:00-18:00 | Wednesday: 09:00-18:00 | Thursday: 09:00-20:00 | Friday: 09:00-18:00 | Saturday: 09:00-16:00 | Sunday: Closed
anastasia@petly-groom.ch
+41 76 626 19 33