Refund policy

RETURN & CANCELLATION POLICY (WIDERRUFSBELEHRUNG)

At Petetales, we take immense pride in handcrafting cozy, high-quality sweaters and accessories for your pets. We want you and your furry friend to be completely delighted with your purchase.

RIGHT OF CANCELLATION (14-DAY RETURN POLICY)

Under European Union consumer law, you have the right to cancel your order within 14 calendar days from the day you (or a third party designated by you) receive the goods, without giving any reason.

EXCEPTIONS TO THE RIGHT OF CANCELLATION

Please note that according to EU consumer rights regulations, the right of cancellation does NOT apply to:
• Custom-made or Personalized Items: Products made to your specific measurements, custom color choices, or custom specifications (such as tailored pet sweaters) cannot be returned unless they arrive defective or damaged.

CONDITIONS FOR RETURNABLE ITEMS

For standard (non-customized) items, returns are accepted provided that:
1. The item is unworn, unwashed, and free of pet hair, scent, or dirt.
2. The item is in its original condition and original packaging (if applicable).

HOW TO INITIATE A RETURN

1. Contact Us: Before sending any item back, please email our support team at support@petetales.store with your order number, details of the item, and the reason for the return (optional).
2. Pack the Item: Securely package the item to prevent damage during transit.
3. Send the Package: Ship the return parcel to our registered business address in Poland:

Petetales
Lukasz Miroslaw Grablowski
Protazego 11
80-119 Gdańsk
Poland (PL)

RETURN SHIPPING COSTS

• Standard Returns: Unless the return is due to an error on our part or a defective item, the buyer is responsible for paying all return shipping fees.
• Tracked Shipping Recommended: We strongly advise using a tracked shipping service, as we cannot be held responsible for items lost or damaged in transit back to us.

REFUNDS

Once we receive and inspect your returned item, we will send you an email notifying you of the approval or rejection of your refund.

• Approved Refunds: Refunds will be processed automatically via your original payment method within 5 to 10 business days.
• Shipping Costs: Standard outbound shipping fees (if paid) will be refunded, but express shipping upgrades are non-refundable.

EXCHANGES

If you need to exchange a standard item for a different size or pattern, please contact us at support@petetales.store. You will need to return the original item following the procedure above and place a new order for the desired item.

DAMAGED OR DEFECTIVE ITEMS

If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery at support@petetales.store with clear photos of the issue. We will arrange a free replacement or a full refund immediately.

QUESTIONS?

If you have any questions regarding our Return & Cancellation Policy, please reach out to us:
• E-Mail: support@petetales.store
• Phone: +48 605340315