PETTERNA RETURN POLICY

🛡️ Your Satisfaction is Our Priority

At Petterna, we stand behind the quality of every product we create. If you're not completely satisfied with your purchase, we're here to help make it right.

⏰ Return Timeframe

You have 7 days from the date of delivery to initiate a return request.

Returns must be requested within this timeframe to be eligible for a refund.

⚠️ Important: Return requests received after 7 days from delivery will not be accepted.

🔄 Two Types of Returns

We handle returns differently depending on the reason. Please review both scenarios below:

📦 Standard Return
(Product Dissatisfaction)

When to use: You received the product in perfect condition but are not satisfied with it.

  • Product received as described
  • No defects or damage
  • Simply not what you expected
  • Change of mind

💰 Refund Details:

  • Product cost: Full refund
  • Original shipping: Not refundable
  • Return shipping: Customer pays

🔧 Defective Product Return
(Quality Issues)

When to use: The product arrived with defects, damage, or quality issues.

  • Manufacturing defects
  • Damaged during shipping
  • Missing parts or components
  • Not as described/wrong item

💰 Refund Details:

  • Product cost: Full refund
  • Original shipping: Not refundable
  • Return shipping: FREE (We arrange pickup)

🔑 Key Difference: Return Shipping Cost

Standard Return: You are responsible for return shipping costs because the product has no defects.

Defective Return: We cover return shipping costs and arrange pickup because the product has quality issues.

📦 Standard Return Process

For products without defects (change of mind, not satisfied, etc.)

Step 1: Contact Us

Email us at love@petterna.com within 7 days of receiving your order. Include:

  • Order number
  • Reason for return
  • Photos of the product (optional but helpful)

Step 2: Receive Return Authorization

Within 12-24 hours, we'll review your request and send you:

  • Return authorization confirmation
  • Return shipping address
  • Return instructions and guidelines

Step 3: Pack & Ship the Product

Carefully pack the item in its original packaging (if possible) and ship it to the address provided. Please note:

  • You pay for return shipping
  • Use a trackable shipping method
  • Keep your tracking number for reference
  • We recommend purchasing shipping insurance

Step 4: We Receive & Inspect

Once we receive your return, we'll inspect the product to ensure it meets return conditions (unused, original condition, with tags if applicable).

Step 5: Refund Processed

After inspection approval, we'll process your refund within 3 business days. You'll receive:

  • Full product cost refund to your original payment method
  • Confirmation email with refund details
💡 Please Note: Original shipping fees are non-refundable as they have already been paid to the carrier. You are also responsible for the cost of shipping the item back to us.

🔧 Defective Product Return Process

For products with defects, damage, or quality issues

Step 1: Contact Us Immediately

Email us at love@petterna.com within 7 days of receiving your order. Include:

  • Order number
  • Detailed description of the defect/damage
  • Clear photos showing the issue (required)
  • Photos of packaging if damaged during shipping

Step 2: We Review & Approve

Within 12-24 hours, our team will:

  • Review the photos and description
  • Confirm the defect/damage
  • Approve your return request

Step 3: FREE Pickup Arranged

We'll arrange a FREE pickup service for you:

  • No shipping cost to you - we cover it
  • Pickup scheduled at your convenience
  • You'll receive pickup confirmation and tracking
  • Simply pack the item securely and hand it to the carrier

Step 4: We Receive & Verify

Once we receive the defective product, we'll verify the reported issue.

Step 5: Refund Processed

After verification, we'll immediately process your refund within 3 business days:

  • Full product cost refund to your original payment method
  • Confirmation email with refund details
✅ Our Commitment: Because this is our responsibility, we cover all return shipping costs and make the process as easy as possible for you.
💡 Please Note: Original shipping fees are still non-refundable as they have already been paid to the carrier for the initial delivery.

✅ Return Eligibility Requirements

✓

Returnable

Within 7 days of delivery

✓

Returnable

Unused & in original condition

✓

Returnable

With original tags (if applicable)

✓

Returnable

Defective or damaged items

✗

Not Returnable

After 7 days from delivery

✗

Not Returnable

Used or worn items

✗

Not Returnable

Items without authorization

💰 What Gets Refunded?

✓

Refunded

Product Cost
Full amount paid for the item

✗

NOT Refunded

Original Shipping Fee
Already paid to carrier

✗

NOT Refunded

Return Shipping Cost
(Standard returns only)

Why Shipping Fees Are Not Refundable:

Shipping fees (both original and return) are charged by third-party carriers (USPS, FedEx, DHL, UPS) and have already been paid to them for the service provided. Once a package has been shipped, these fees cannot be recovered.

However, for defective products, we cover the return shipping cost as our responsibility.

⏱️ Refund Processing Timeline

When Will I Receive My Refund?

Processing Time:

  • We process refunds within 3 business days after receiving and inspecting your return
  • You'll receive an email confirmation when the refund is processed
⚠️ Note: Refund timing depends on your financial institution's processing speed. Contact your bank if the refund hasn't appeared after 14 business days.

📝 Important Return Guidelines

Before Shipping Your Return:

  • Get authorization first: Always contact us before shipping anything back
  • Pack securely: Use original packaging if possible, or sturdy materials
  • Include documentation: Place a copy of your order number inside the package
  • Use tracking: Always use a trackable shipping method
  • Keep proof: Save your tracking number and shipping receipt
  • Consider insurance: We recommend insuring valuable returns

⚠️ Unauthorized Returns:

Returns sent without prior authorization may be refused or delayed. Always email us first at love@petterna.com to receive return instructions.

🚫 Lost Returns:

Petterna is not responsible for returns lost in transit. This is why we strongly recommend:

  • Using trackable shipping methods
  • Purchasing shipping insurance
  • Keeping all tracking documentation

🔄 Exchanges

Do You Offer Exchanges?

Currently, we do not offer direct product exchanges. If you'd like a different item:

  1. Return the original item following our return process
  2. Receive your refund
  3. Place a new order for the item you want

This ensures you get exactly what you want without delays.

❓ Frequently Asked Questions

Q: Can I return a product if I just don't like it?
A: Yes, within 7 days of delivery. However, you'll need to pay for return shipping, and the original shipping fee is not refundable. You'll receive a full refund for the product cost only.
Q: What if the product arrives damaged?
A: Contact us immediately with photos. We'll arrange FREE pickup and provide a full refund. You don't pay anything for return shipping in this case.
Q: Why aren't shipping fees refundable?
A: Shipping fees are paid to third-party carriers (USPS, FedEx, etc.) for their service. Once they've delivered the package, we cannot recover these fees. However, we do cover return shipping for defective products.
Q: How long do I have to return an item?
A: You must contact us within 7 days of receiving your order to initiate a return. Returns requested after this timeframe will not be accepted.
Q: What if I ordered the wrong size/color?
A: This falls under standard returns. You can return the item within 7 days, but you'll be responsible for return shipping costs. Original shipping fees are also non-refundable.
Q: Can I refuse delivery and get a full refund?
A: If you refuse delivery, the package will be returned to us, but shipping fees are still non-refundable as the carrier already provided the service. You'll receive a refund for the product cost only.
Q: What condition must the product be in for returns?
A: For standard returns, items must be unused, unworn, in original condition with tags attached (if applicable). Defective returns are accepted regardless of use since the product has quality issues.
Q: What if I lost my order number?
A: Check your email for the order confirmation. If you can't find it, contact us at love@petterna.com with your name and delivery address, and we'll locate your order.
Q: Can I return part of my order?
A: Yes, you can return individual items from a multi-item order. The refund will be for the returned item(s) only. Shipping fees are still non-refundable.

Need Help with a Return?

Our customer service team is here to assist you!
Contact us before shipping anything back. 🐾

📧 love@petterna.com

⏱️ Response Time: Within 12 hours

When contacting us about a return, please include:

  • Order number
  • Reason for return (defective or standard)
  • Photos (especially for defective items)
  • Your preferred resolution (refund or replacement)

Thank you for choosing Petterna! 🐾

Your satisfaction and your pet's happiness are our top priorities.