Refund policy

Return Policy

We currently do not support returns or provide a return address because the products you order are personalized and made specifically for each order. Should you want to submit a new order, you will be liable for the costs of the new order. Therefore no return address will be provided on all orders.

 

Lost Orders

For packages lost in transit, please get in touch with us within 30 days from the estimated delivery date. We'll be happy to send a replacement order after a thorough investigation is completed on the prior shipment.

 

Returned to Sender

For orders that are returned to the sender, please place a new order (no later than 30 days from the estimated delivery date) and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order. This way, you will only pay again for the shipping of the order.

 

Orders may be returned to the sender for the following reasons and will incur new charges to the buyer, no exceptions:

  • Wrong Address: If you or your end customer provide an address considered insufficient by the courier, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.

  • Rejected by the Recipient: If your customer rejects the shipment during the delivery, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.

  • Unclaimed: If your customer is not able to receive their order at the address, the shipments may be available for pick up at their local post office or carrier pick-up point. Shipments that go unclaimed may be returned to the sender. For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order (you will still have to pay for the shipping cost.

     

To start a return, you can contact us at admin@pettybrand.com. Please note that returns will need to be sent to a given address after checking for return eligibility. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at admin@pettybrand.com. 


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.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@pettybrand.com.