Refund policy

Last updated: April 3, 2026

At OlyPetCare, we stand behind the quality of our products. However, we understand that sometimes a purchase may not meet your expectations. This policy outlines the conditions under which refunds and returns are processed.

1. 14-Day Return Window
In accordance with EU consumer protection laws and our General Terms, you have 14 days from the date you receive your physical Smart SOS Tag to request a return or a refund. After this 14-day period, we cannot offer you a refund or exchange.

2. Conditions for Returns (Physical Tags)
To be eligible for a return, your item must meet the following criteria:
Unactivated Status: The Smart SOS Tag must NOT have been activated or registered in our database. Once a tag is linked to a pet profile, it is considered a personalized security item and cannot be resold for hygiene and safety reasons.
Original Condition: The item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

Proof of Purchase: You must provide the receipt or proof of purchase.

3. Digital Products (Pet Safety Guides)
Non-Refundable: Due to the immediate access and nature of digital content, all sales of Pet Safety Guides are final and non-refundable once the download link has been provided or the file has been sent.

4. How to Start a Return
To start a return, you can contact us at shop@olypetcare.com. If your return is accepted, we will send you instructions on how and where to send your package.

Shipping Costs: Customers are responsible for paying the shipping costs for returning items. Shipping costs are non-refundable.

5. Damages and Issues
Please inspect your order upon reception. Contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

6. Refunds
Once we receive and inspect your return, we will notify you if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

7. Contact Information
For any questions regarding our Refund Policy, please reach out to:
Email: shop@olypetcare.com
Address: Majoie Srl, C.ne Appia 37, 01187 Roma, Italy