Petimer is happy to accept cancellations, for any reason, up to the moment your order has been processed by the store. After that, you cannot cancel your order, but you may return it if you wish. If you have not yet received an email confirming the order has been processed, you may still be able to cancel it.

Alternatively, you can contact our Customer Service team from Monday to Friday between 9am-6pm.


If you receive an item different to what was described, or that is clearly in worse condition than indicated, please contact us and tell us what the problem is. If necessary, you can return the item to the Seller for a refund. You must contact petimer Customer Support first to notify us of the return and we will provide you with a return address.


In the event of receiving a replacement for a damaged, defective or wrong item, you must send the original item back to the Seller within 7 days of receipt.

Refund Requirements

To be eligible for a refund, you must return your item to your Seller in the same condition you received it, with all packaging, and the return must be postmarked within one week of receipt. Postage charges for returning the item are borne by you, the Customer, unless otherwise agreed in writing prior to returning the item.


When you send your item back to the Seller, they will process the returned item and petimer will notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within 7 to 14 days of receiving your return. SELL TO RUSSIA Ltd can generate refunds on behalf of the Seller, if returned within the specifications listed above. Items purchased from Sellers at need to be returned directly to the Seller and not to SELL TO RUSSIA Ltd. Contact the petimer Customer Support team so that they can provide you with the correct returns address.

How Refunds Are Calculated

If you are returning an item because of an error on the Seller's part or, in accordance with our returns policy, because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us. Please obtain a receipt of delivery in order to secure a refund for your delivery costs.

Where you are withdrawing from your purchase within the seven working day cooling-off period, and there has been no error on our part, no refund of the shipping costs incurred is available.

Item Checking

The Seller will check all items returned as damaged, defective or incorrect. In the event we find no fault, we reserve the right to re-charge you for the item(s) and to recover our fees and expenses from you.

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