Returns & Exchanges
Order Cancellations
Before shipment
If you need to cancel an order that has not yet shipped, contact us as soon as possible at support@pettenapets.com. Include “Order Cancellation” and your order number. We will make every effort to stop the order before dispatch.
After shipment
Once dispatch has been completed, we may be unable to stop the delivery. In that case, the order will follow the return process below and return shipping charges may apply.
Returns & Exchanges After Delivery
When a return or exchange is accepted
- You received an item different from your order.
- The product has an initial manufacturing defect, such as a material, stitching or functional issue.
- The product is unused, unopened and requested within 7 days of delivery.
Please contact us within the applicable period before returning any product. Eligibility is confirmed after reviewing the product condition and the information supplied.
Items that cannot be returned or exchanged
- Products that have been used, assembled, washed, altered or repaired.
- Products damaged or soiled through customer handling or unsuitable for resale.
- Items returned without prior authorization.
- Items with missing or damaged packaging, tags, accessories, manuals or gifts.
- Clearance, final-sale or personalized products marked as non-returnable.
- Products not purchased from the PETTENA Global Store.
Return and exchange shipping costs
Change of mind: for reasons such as size, weight, handling expectations or ordering error, the customer is responsible for return shipping and any shipment of a replacement. Original shipping charges are non-refundable.
Incorrect or defective item: when PETTENA confirms an incorrect shipment or manufacturing defect, we will provide the appropriate return solution and cover authorized shipping costs.
How to Apply
Email support@pettenapets.com within the following periods:
- Unused and unopened products: within 7 days of delivery.
- Manufacturing defects or functional issues: within 365 days of delivery.
Please include:
- Order number
- Email address and telephone number
- Return or exchange request
- Reason and detailed description
- Clear photographs or video where relevant
Preparing the return
Return the product in the condition in which it arrived, including the original box, protective materials, packaging, accessories, manuals and gifts. Missing or damaged components may make the item ineligible or result in a partial refund.
365-Day Quality Coverage
PETTENA provides 365 days of quality support from the original delivery date for manufacturing defects in materials or workmanship under normal use. After assessment, support may include troubleshooting, replacement parts, repair, refund or another appropriate solution.
Coverage does not include normal wear, cosmetic changes, accidental damage, misuse, overloading, unauthorized modification, improper storage, pet damage, weather damage or failure to follow the product instructions.
Refunds
Once the returned item has arrived and passed inspection, an approved refund will be issued to the original payment method. Processing time varies by payment provider. Where a product is incomplete or has lost value, PETTENA may decline the return or apply a reasonable deduction where permitted.
Contact: support@pettenapets.com