Refund policy

This Refund Policy (the "Policy") governs the terms and conditions under which refunds will be processed for products purchased from petZeye ("Company," "we," "us," or "our"). By making a purchase from our website or authorized sales channels, you ("Customer," "you," or "your") agree to the terms outlined in this Policy.
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1. Eligibility for Refunds
1.1 Timeframe
Refund requests must be submitted within 14 days from the date of purchase. Requests made after this period will not be considered.
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2. Right of Withdrawal (EU Customers)
In accordance with the EU Consumer Rights Directive, customers located in the European Union have the right to withdraw from their purchase within 14 calendar days of receiving the product, without providing any reason.
To exercise this right:
• You must notify us of your decision to withdraw within the 14-day period by emailing info@petzeye.com.
• We will confirm receipt of your request and provide return instructions and the return address.
• You must return the product in reasonable condition within 14 days of notifying us of your withdrawal.
We strongly recommend using a tracked delivery method when returning items. Until we receive the returned goods, the customer remains responsible for the return shipment.
We reserve the right to deduct from the refund an amount corresponding to any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
2.1 Subscriptions (Monthly and Yearly Plans)
In accordance with the EU Consumer Rights Directive (Directive 2011/83/EU), customers who purchase digital services or subscriptions (including monthly or yearly plans) are entitled to withdraw from their purchase within 14 calendar days from the date of the initial purchase or automatic renewal, provided that:
• The customer has not started using the service (e.g., activated GPS tracking or logged into the platform after renewal).
• The request for withdrawal is submitted within the 14-day period following purchase or renewal.
• The refund applies only to the current subscription period and not to previous charges.
To request a refund for a subscription, customers must email info@petzeye.com within the 14-day period. Refunds will be processed using the original payment method.

This right applies only to individual consumers and not to business (B2B) purchases.
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3. Non-Refundable Items
The following items are not eligible for refunds if the 14 days have passed:
• Devices that have been ordered and shipped.
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4. Return Shipping Costs
Unless the product is damaged or incorrect, the customer is responsible for the cost of return shipping. We recommend using a trackable shipping method, as we cannot guarantee receipt of returned items otherwise.
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5. Refund of Original Delivery Charges
If you exercise your right of withdrawal within the 14-day window, we will also refund the standard delivery charge you paid when placing the order. Please note that additional charges for expedited or special shipping options are non-refundable.
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6. Refund Processing Time
• Approved refunds will be processed within 5–10 business days from the date the returned product is received and inspected.
• Refunds will be issued via the original payment method used at the time of purchase.
• Shipping or handling charges not covered by EU law (such as expedited delivery) are non-refundable.
• Customers will be notified via email once the refund has been processed.
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7. Damage to Purchased Products
If you receive a damaged product, the following conditions apply:
• Reporting Timeframe: Damage must be reported within 180 days of receiving the product.
• Proof of Damage: Customers must submit clear photos or videos showing the damage.
• Inspection Process: The company reserves the right to inspect and verify the damage before approving a resolution.
• Shipping Damage: If the damage occurred during shipping, customers must report it immediately to both the company and the courier.
• Excluded Damages: Products showing misuse, improper handling, unauthorized repairs, or modifications are not eligible for refunds or replacements.
• Resolution Options: The company may offer a replacement, repair, store credit, or refund at its discretion.
• Return Requirements: In certain cases, the damaged product may need to be returned before a resolution is processed.
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8. Warranty
All products purchased from petZeye are covered by a two-year warranty from the date of purchase. This warranty covers defects in materials and workmanship under normal use.
• If a defect is found within the warranty period, the customer may be eligible for repair, replacement, or a refund, at our discretion.
• This warranty does not cover damages caused by misuse, accidents, unauthorized repairs, modifications, or normal wear and tear.
• Customers must provide proof of purchase to claim warranty service.
• Warranty claims must be submitted through our Customer Support Team at info@petzeye.com.
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9. Refund Denials
Refund requests may be denied under the following conditions:
• The refund request is made after the eligibility timeframe has expired.
• The returned item is missing parts, accessories, or original packaging.
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10. Consumer vs Business Sales
This Refund Policy applies only to purchases made by individual consumers. Business customers (including purchases made on behalf of companies, resellers, or institutions) are not eligible for the right of withdrawal or consumer-specific protections under EU law.
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11. Privacy and Data Handling
Customer data submitted for refunds or withdrawals will be processed in accordance with our [Privacy Policy] and applicable data protection laws (GDPR).
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12. Dispute Resolution
If you believe your refund request was wrongfully denied, you may contact our Customer Support Team at info@petzeye.com to escalate your request. If a resolution cannot be reached, the matter may be subject to arbitration in accordance with our Terms of Service.
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13. Limitation of Liability
To the fullest extent permitted by law, petZeye shall not be liable for any indirect, incidental, special, or consequential damages resulting from the use of, or inability to use, our products. This includes but is not limited to loss of profits, data, or business interruption, even if we have been advised of the possibility of such damages.
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14. Governing Law and Jurisdiction
This Policy shall be governed by and interpreted in accordance with the laws of Cyprus, a member of the European Union. Any disputes arising from this Policy shall be resolved exclusively in the courts of Cyprus.
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15. Amendments to This Policy
We reserve the right to modify this Refund Policy at any time without prior notice. The latest version will always be available on our website.
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16. Contact Us
For any inquiries or to initiate a refund request, please contact us at info@petzeye.com.