We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, including all Petatail tags attached, and in its original packaging. Additionally, please ensure you have the receipt or proof of purchase.
Please note that the following items are not eligible for returns or exchanges:
- Customised according to buyer’s request items
- Gift cards
- Final sale items
- Items damaged through normal wear and tear.
Please note that buyer is responsible for all additional shipping charges.
To initiate a return, you can contact us at info@petatail.com. Please include the following information in the email:
- Your order number
- Reason for return\exchange
- Attach photos or videos of the product that you want to return or exchange – in clear resolution and unretouched
- Any related comments
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
For any further questions regarding returns, please feel free to reach out to us at info@petatail.com, we will be happy to assist you.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.