Return & Refund Policy

Refund, Guarantee & Warranty Policy

At PetLonga, we stand behind the quality of our products and want you to feel confident in your purchase. The following policy outlines our satisfaction guarantees, return conditions, and warranty coverage.

Please read carefully.

1. 90-Day Satisfaction Guarantee

(Probiotic and Joint Support Products)

The following products are covered under our 90-day money-back guarantee:

  • PetLonga Advanced Cat Probiotic (capsules or powder)

  • PetLonga Joint Support Capsules

  • PetLonga Joint Support Powder

If, within 90 days of delivery:

  • You do not observe the results you expected, or

  • Your cat refuses to consume the product,

you are eligible to request a full refund.

To qualify:

  • The refund request must be submitted within 90 days of delivery.

  • The product must have been used according to the provided instructions.

  • You may be asked to provide basic information about your experience.

2. 60-Day Money-Back Guarantee

(Red Light Therapy Mat)

The PetLonga Red Light Therapy Mat is covered by a 60-day money-back guarantee.

If, within 60 days of delivery:

  • You do not observe the results you expected, or

  • If you are not satisfied with the product for any reason

you are eligible to request a full refund.

To qualify:

  • The refund request must be submitted within 60 days of delivery.

  • The product must have been used according to the provided instructions.

  • You may be asked to provide basic information about your experience.

    3. One-Year Limited Warranty

    (Red Light Therapy Mat)

    The Red Light Therapy Mat is covered by a one-year limited warranty against manufacturing defects.

    If within one year of delivery the product:

    • Stops functioning properly,

    • Develops electrical or internal defects, or

    • Experiences failure due to manufacturing fault,

    PetLonga will repair or replace the product at no additional cost.

    This warranty does not cover:

    • Accidental damage

    • Water damage

    • Damage caused by pets (e.g., chewing)

    • Improper use or handling

    • Unauthorized modifications

    4. General Return Conditions

    Deadlines

    • Supplements: Refund requests must be submitted within 90 days of delivery.

    • Red Light Therapy Mat: Refund requests must be submitted within 60 days of delivery.

    Requests submitted after the applicable period will not qualify for refund.

    Product Condition

    • Supplements: Trial usage is permitted under the satisfaction guarantee.

    • Red Light Therapy Mat: Must be returned clean and in good condition.

    For hygiene-related products, items must be thoroughly cleaned before being returned.

    Returns of products in unacceptable condition may be rejected.

    5. Return Procedure

    To initiate a return, you must contact us first at:

    info@PetLonga.com

    Your email must include:

    • Order number

    • Reason for return

    • Photo of the product (if damaged or defective)

    • Your contact details

    Returns sent without prior approval will not be accepted and will not qualify for a refund.

    6. Return Shipping & Costs

    • Customers are responsible for all return shipping costs.

    • Returns are sent at the customer’s risk. PetLonga is not responsible for lost shipments or parcels delayed at customs.

    • A Track & Trace code is mandatory for all returns.

    • Without tracking confirmation, we cannot process a refund.

    • We do not charge restocking fees.

    All returns must be sent to the following address:

    Abeelstraat 53
    6101BK Echt
    Netherlands

    Returns sent to any other address will not qualify for a refund.

    7. Refund Processing

    Once your return is received and inspected, you will receive written confirmation of approval or rejection.

    If approved, your refund will be processed to the original payment method within 5 business days.

    If more than 5 business days have passed since approval and you have not received your refund, please contact us at info@petlonga.com.

    8. Defective Products

    If you receive a defective product, please contact us immediately. Verified defects will be replaced free of charge.

    9. Order Cancellation

    Due to our automated fulfillment system, orders cannot be canceled once they have been placed.

    For any questions regarding this policy, please contact:

    info@PetLonga.com