Delivery and returns
Delivery
Orders placed by 15:00 ship the same day; 1 business day within Istanbul, 1–3 for other cities. Shipping is the same for heavy items like food and litter. The legal maximum delivery time is 30 days.
Your order is delivered within 30 days at the latest; if we cannot deliver within this period you may cancel the order and get the full amount back within 14 days. The product counts as delivered when it reaches you, not when it is handed to the carrier; we are responsible for loss or damage until then.
Right of withdrawal and returns
You may withdraw from your order within 14 days of the day you receive the product, without giving any reason and without penalty. You may also withdraw before the product is delivered. If items are delivered separately, the period starts on the day you receive the last item.
How do I withdraw?
If you have an account, use My account → Orders → Return request; otherwise e-mail merhaba@patipet.com.tr with your order number or notify us in writing. You may use the model withdrawal form but it is not mandatory; any written statement clearly setting out your decision is sufficient.
Sending the product back
You send the product back within 14 days of your withdrawal notice. Returns are free of charge for you; we will send you the shipping details after your notice.
Refund
The full amount you paid, including any delivery charge, is refunded to your payment method in one go and free of charge within 14 days of the product being handed to the return carrier (or of it reaching us if you use another carrier), or of your notice reaching us if you withdraw before delivery. How long a card refund takes to appear depends on your bank.
Condition of the product
You are not liable for changes resulting from using the product in line with its instructions during the withdrawal period. Opening the box, trying the product or having it installed does not remove your right of withdrawal; an invoice or the original packaging is not a condition for return. Sending accessories and the manual with the product speeds things up.
Pick up in store
You can collect your order free of charge from our shop in Moda; write it in the checkout note and we will text you when it’s ready.
When withdrawal does not apply
The right of withdrawal does not apply to items whose packaging has been opened after delivery and which cannot be returned for health and hygiene reasons (food, treats, litter, shampoo; Distance Contracts Regulation art. 15/1-c), and to products expressly stated at ordering to be made to your specifications (art. 15/1-b).
Purchases made for commercial or professional purposes are not covered by the consumer right of withdrawal; returns and exchanges follow the agreement between the parties.
Defective products
If a product is defective you may choose to withdraw from the contract, get a price reduction, free repair or a replacement (Law No. 6502, art. 11). Shipping costs for defective products are borne by us. You can claim within 2 years of delivery even if the defect appears later.
Warranty
Accessories, beds, carriers and aquarium products are covered by the manufacturer’s warranty; we replace or send faulty items for repair.
Complaints and disputes
You can reach us with complaints and requests using the contact details below. For 2026, disputes below TRY 186.000 can be brought before the consumer arbitration committee where you live or where the transaction took place; disputes at or above this amount go to the consumer court after mandatory mediation.
How to apply
Send withdrawal, return and complaint requests to merhaba@patipet.com.tr quoting your order number, or call us on 0216 330 44 55.
Model withdrawal form, Pre-Contractual Information Form and Distance Sales Agreement (in Turkish)