Refund policy
petZeye Returns, Refunds, Withdrawal & Subscription Cancellation Policy
Effective Date: 7 August 2026
This Returns, Refunds, Withdrawal & Subscription Cancellation Policy (βPolicyβ) explains the terms applicable to products and subscription services purchased directly from petZeye Limited (βpetZeyeβ, βweβ, βusβ or βourβ).
This Policy is intended to operate in accordance with applicable European Union and Cyprus consumer protection legislation.
Nothing in this Policy is intended to restrict or exclude any mandatory rights that consumers have under applicable law.
This Policy applies to purchases made directly from petZeye. Where a product is purchased from an independent retailer, reseller, marketplace or other third-party seller, the customer should contact the relevant seller regarding returns and refunds, without prejudice to any rights the customer may have against petZeye under applicable law.
1. Consumer Right of Withdrawal β Physical Products
If you are a consumer and purchase a physical product from petZeye through our website or another distance-selling method, you have the right to withdraw from the purchase without providing a reason within 14 calendar days from the date on which you receive the product.
If multiple products from the same order are delivered separately, the withdrawal period begins from the date on which you receive the last product, where applicable under law.
The 14-day withdrawal period for physical goods is calculated from receipt of the goods and not from the date on which the order was placed.
2. How to Exercise Your Right of Withdrawal
To exercise your statutory right of withdrawal, you must inform petZeye of your decision before the applicable 14-day withdrawal period expires.
You may do this by:
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emailing info@petzeye.com with a clear statement that you wish to withdraw from the purchase;
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using the Model Withdrawal Form provided at the end of this Policy; or
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where the contract was concluded through an online interface, using the online withdrawal function provided by petZeye in accordance with applicable law.
You do not have to provide a reason for exercising your statutory right of withdrawal.
After receiving your withdrawal request, petZeye will provide you with the appropriate return instructions and return address where necessary.
3. Returning a Product Following Withdrawal
After notifying petZeye that you are exercising your right of withdrawal, you must return or send the product back without undue delay and, in any event, no later than 14 calendar days after notifying us of your withdrawal.
We recommend using a tracked shipping method and retaining proof of shipment.
The product should be returned together with the accessories, components and other items originally supplied with it.
The absence of original packaging does not, by itself, remove a consumer's statutory right of withdrawal.
However, the customer may be responsible for any diminished value of the product resulting from handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the product.
Where accessories, components or other supplied items are missing or damaged, petZeye may make an appropriate deduction for diminished value where permitted by applicable law.
4. Return Shipping Costs for Change-of-Mind Returns
Where a consumer exercises the statutory right of withdrawal because they have changed their mind, the customer is responsible for the direct cost of returning the product to petZeye, unless petZeye has agreed otherwise.
This does not apply where the product is defective, non-conforming, incorrectly supplied, or where applicable law requires petZeye to bear the return costs.
5. Refunds Following Statutory Withdrawal
Where a valid statutory withdrawal is exercised, petZeye will refund the payments that must be reimbursed under applicable law.
This normally includes:
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the purchase price of the returned product; and
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the cost of the least expensive standard delivery method offered by petZeye for the original order, where required by law.
If the customer selected a more expensive, express, expedited or special delivery method, petZeye is not required to refund the additional amount paid above the cost of our standard delivery method.
Refunds will be made using the same payment method used for the original transaction unless another method is expressly agreed with the customer.
petZeye will process the reimbursement without undue delay and within the period required by applicable law.
For physical goods, petZeye may withhold reimbursement until:
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the returned goods have been received or
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the customer provides evidence that the goods have been sent back,
whichever occurs first, where permitted by applicable law.
After petZeye has issued the refund, the time taken for the funds to appear in the customer's account may depend on the customer's bank, card issuer or payment provider.
6. petZeye Subscriptions
petZeye GPS tracking devices require an active subscription for the provision of the associated GPS tracking service.
Subscription plans may be offered on a monthly, yearly or other fixed-term basis.
Customers can manage their subscription through their petZeye account using the Manage Subscription section.
Depending on the available plan and account options, customers may be able to:
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view their current subscription;
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change or upgrade their subscription; and
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cancel automatic renewal of their subscription.
7. Cancelling a Subscription
A normal subscription cancellation is not the same as requesting a refund.
When a customer cancels their subscription through the Manage Subscription section, the cancellation prevents the subscription from automatically renewing for another billing period.
The subscription and GPS tracking service will remain active until the end of the subscription period that has already been paid for.
For example, if a yearly subscription expires on 31 December and the customer cancels automatic renewal in September, the GPS tracking service will normally continue to operate until 31 December.
After the subscription reaches its expiry date, the subscription will not automatically renew and the associated tracking service will cease unless the customer purchases or activates another subscription.
Cancelling a subscription does not normally entitle the customer to a full or partial refund for the unused portion of an already-paid subscription period.
This is without prejudice to any statutory withdrawal, refund or other consumer rights that may apply under applicable law.
8. Statutory Right of Withdrawal for a New Subscription
Consumers purchasing a subscription or qualifying digital service online may have a statutory right to withdraw from the service contract within 14 calendar days from the date the subscription contract is concluded, subject to the conditions and exceptions provided by applicable law.
This statutory withdrawal right is separate from the normal cancellation function described in Section 7.
If the customer expressly requests that petZeye begin providing the GPS tracking service during the 14-day withdrawal period, and subsequently exercises a statutory right of withdrawal during that period, petZeye may, where permitted by applicable law, deduct or charge an amount proportionate to the service that was already provided before the withdrawal request was received.
Simply cancelling automatic renewal through the Manage Subscription section does not necessarily constitute an exercise of the statutory right of withdrawal.
A consumer wishing to exercise a statutory right of withdrawal should clearly indicate that they are withdrawing from the subscription contract by:
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contacting info@petzeye.com; or
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using the applicable online withdrawal function made available by petZeye.
The statutory 14-day withdrawal right generally applies to the initial conclusion of the subscription contract and does not automatically restart each time a subscription renews, subject always to applicable mandatory law and the information provided to the customer when the subscription was originally entered into.
9. Exceptional and Goodwill Subscription Refunds
Outside a customer's statutory rights, payments for an already-active subscription period are normally non-refundable simply because the customer decides that they no longer wish to use the service.
However, petZeye understands that exceptional circumstances may arise.
petZeye may, at its discretion, consider a full or partial refund, credit, extension or other solution as a goodwill measure in exceptional circumstances.
Any goodwill refund or accommodation provided in a particular case:
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does not create an obligation to provide the same remedy in another case;
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does not modify this Policy; and
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does not affect either the customer's or petZeye's statutory rights and obligations.
Customers wishing to request exceptional consideration should contact info@petzeye.com.
10. Incorrect or Damaged Products on Delivery
If you receive a product that:
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is not the product you ordered;
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is damaged during delivery;
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is missing essential components; or
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appears to be defective when received,
please contact petZeye as soon as reasonably possible at info@petzeye.com.
Providing photographs or videos of the product, packaging or damage may help us investigate and resolve the matter more quickly.
Where the issue relates to transportation damage, we may also request information concerning the delivery and packaging.
Failure to immediately report transportation damage does not remove any mandatory statutory rights that the customer may have under applicable consumer law.
Where petZeye has supplied the wrong product, or where petZeye is legally responsible for a defective or non-conforming product, the customer will not be required to bear costs that applicable law requires petZeye to bear.
11. Statutory Legal Guarantee and Defective Products
Consumers benefit from statutory rights where goods do not conform to the sales contract.
For consumer purchases governed by Cyprus law, petZeye is responsible for qualifying lack of conformity existing at delivery and becoming apparent within two years from the date of delivery, in accordance with applicable legislation.
This statutory protection should not be confused with the 14-day change-of-mind withdrawal right.
The 14-day withdrawal right allows a qualifying consumer to withdraw from an online purchase without providing a reason.
The statutory legal guarantee concerns products that are defective or otherwise fail to conform to the sales contract.
These are separate rights.
12. Remedies for Defective or Non-Conforming Products
Where a product does not conform to the contract, consumers may have a right, depending on the circumstances and applicable law, to:
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repair
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replacement;
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an appropriate reduction in price; or
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termination of the sales contract and reimbursement.
Repair or replacement will be provided free of charge where required by applicable consumer law.
The consumer may normally request repair or replacement, unless the selected remedy is impossible or would impose disproportionate costs compared with the alternative remedy, taking into account the circumstances specified by applicable law.
Where Cyprus consumer law applies, repair or replacement must normally be carried out within a reasonable period and without significant inconvenience to the consumer. Under Cyprus legislation, this period should not normally exceed 25 days from the time petZeye is informed of the lack of conformity, unless the consumer expressly agrees to an extension.
Where the conditions established by applicable law are satisfied, the consumer may instead be entitled to a price reduction or termination of the contract.
13. Defects Appearing Within 30 Days β Cyprus Consumers
Where Cyprus consumer law applies and a lack of conformity becomes apparent within 30 days from delivery, the consumer may, subject to the conditions established by applicable law, have the right to reject the goods and terminate the sales contract or request their immediate replacement.
Nothing in this Policy limits that right.
14. What Is Not Considered a Product Defect
Subject always to mandatory consumer rights, petZeye is not responsible for damage or malfunction caused by circumstances that do not constitute a lack of conformity for which petZeye is legally responsible.
Examples may include:
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accidental or deliberate physical damage
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misuse or use contrary to the product instructions
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damage caused by improper installation where the installation was not carried out by or under the responsibility of petZeye and was not caused by inadequate petZeye instructions
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unauthorized repairs, alterations or modifications
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damage caused by incompatible third-party equipment or accessories
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normal wear and tear
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normal battery degradation resulting from use and ageing, unless the degradation itself constitutes a lack of conformity under applicable law
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loss, theft or destruction of the device after delivery or
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damage resulting from circumstances outside the conditions for which the product was designed.
This section does not exclude liability where the problem results from a defect, lack of conformity, incorrect instructions or another matter for which petZeye is responsible under applicable law.
15. GPS Tracking Service and Digital Services
A petZeye GPS device operates together with software, connectivity and/or digital tracking services.
Consumers may have statutory rights where a digital service supplied by petZeye fails to conform to the applicable contract.
Nothing in this Policy excludes or restricts mandatory rights relating to digital content, digital services or goods incorporating digital elements.
Temporary interruptions caused by maintenance, telecommunications networks, satellite availability, mobile network coverage or circumstances outside petZeye's reasonable control will be assessed in accordance with the applicable service terms and consumer law.
16. Proof of Purchase and Product Assessment
When processing a return, warranty or conformity claim, petZeye may request reasonable information necessary to identify the purchase and investigate the issue, such as:
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the order number;
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customer details associated with the purchase;
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device identification details;
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photographs or video demonstrating the reported issue; and
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the product itself where physical inspection is reasonably necessary.
petZeye may test or inspect a returned device in order to determine the nature and cause of the reported issue.
Any inspection or assessment process will not limit the customer's mandatory statutory rights.
17. Business and B2B Purchases
The statutory consumer rights described in this Policy are intended for individual consumers acting for purposes outside their trade, business, craft or profession.
Purchases made by or on behalf of companies, businesses, professional users, resellers, institutions or other commercial entities are generally not entitled to consumer-specific rights such as the statutory 14-day consumer withdrawal right.
Returns, cancellations and refunds relating to B2B transactions will instead be governed by the applicable quotation, agreement, invoice, commercial terms or other contract entered into with petZeye, together with any rights that cannot lawfully be excluded.
18. Refund Abuse and Fraud
petZeye reserves the right to investigate suspected fraudulent, abusive or dishonest refund or return requests.
Nothing in this section permits petZeye to refuse a legitimate statutory consumer right.
19. Personal Data
Personal data provided in connection with a return, withdrawal, refund, subscription cancellation, warranty or product-conformity claim will be processed in accordance with petZeye's Privacy Policy and applicable data protection legislation, including the General Data Protection Regulation (GDPR).
20. Complaints and Dispute Resolution
If you believe that a return, refund or warranty request has not been handled correctly, please contact:
**Email: **info@petzeye.com
petZeye will attempt to resolve complaints directly and fairly.
Consumers may also have the right to contact a competent consumer protection authority, alternative dispute resolution body or court in accordance with applicable national and European Union law.
Nothing in this Policy requires a consumer to submit a dispute to mandatory arbitration before exercising rights available to them under applicable law.
21. Governing Law and Jurisdiction
This Policy and purchases made directly from petZeye are governed by the laws of the Republic of Cyprus, subject to applicable European Union law.
Where the customer is a consumer resident in another country, this choice of law does not deprive the consumer of mandatory protections that apply to them under applicable law.
Nothing in this Policy restricts a consumer's right to bring proceedings before a court that has jurisdiction under applicable national or European Union law.
22. Changes to This Policy
petZeye may update this Policy from time to time to reflect changes in our services, business practices or applicable legislation.
The current version will be published on our website together with its effective date.
Changes to this Policy will apply prospectively and will not remove statutory rights or contractual rights already acquired by customers unless permitted or required by applicable law.
23. Contact Us
For questions concerning returns, refunds, withdrawals, subscriptions or product issues, please contact:
petZeye Limited
Email: info@petzeye.com
Website: petzeye.com
MODEL WITHDRAWAL FORM
Complete and return this form only if you wish to exercise your statutory right of withdrawal. You are not required to use this form if you communicate your decision to withdraw in another legally valid manner.
To:
petZeye Limited
[INSERT PETZEYE REGISTERED / RETURN ADDRESS]
Email: info@petzeye.com
I/We hereby give notice that I/We withdraw from my/our contract for the sale of the following goods and/or provision of the following service:
Product / Service:
Order Number:
Ordered / Subscription Commenced On:
Product Received On (if applicable):
Name of Consumer:
Address of Consumer:
Email Address:
Date:
Signature (only if submitted on paper):