Return & Refund Policy

At Perfect Pet Refinery, we strive to ensure that every customer is fully satisfied with their purchase. If for any reason you are not completely happy with your order, we offer a clear and straightforward return and refund process. Please read the policy below for full details.

1. Return Eligibility

  • Customers may request a return within 7 days after receiving the product.

  • To be eligible for a return, the item must be:

    • Unused

    • In its original condition

    • In original packaging (if applicable)

Items that show signs of heavy use, damage caused by the customer, or missing components may not be eligible.

2. Exchange Policy

  • Customers may request an exchange within 10 days after receiving the product.

  • Exchanges are subject to product availability. If the requested item is out of stock, we will offer an alternative item or proceed with a refund instead.

3. Return Process

To start a return or exchange, please contact us:

📧 Email: contact@torzly.store
📞 Phone: 440-715-9281

After your request is approved, we will provide instructions on where to send the returned item.
Customers are responsible for return shipping unless the return is due to product defects or errors on our part.

4. Refund Processing Time

  • Once we receive and inspect the returned item, we will notify you of the approval status.

  • If approved, your refund will be issued to your original payment method.

  • Refund time: 5–10 business days after approval.
    (Processing times may vary depending on your bank or payment provider.)

5. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Used pet beds or accessories with visible wear

  • Items damaged by pets

  • Personalized or custom-made items

  • Final-sale or clearance products

6. Damaged or Defective Items

If your item arrives damaged, defective, or incorrect:

  • Please contact us within 48 hours of delivery.

  • Provide photos or videos of the issue to help us process your claim quickly.

  • We will arrange a replacement or full refund at no additional cost to you.

7. Contact Information

If you have any questions regarding returns or refunds, feel free to contact us:

Perfect Pet Refinery
📞 Phone: 440-715-9281
📧 Email: contact@torzly.store
🏠 Address: 12062 Pheon Street, Jacksonville FL 32224, United States