RETURN POLICY

Returns

Our policy lasts for 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, in their delivered state, along with all of its parts and tags.

Additional non-returnable items:
Gift cards
To complete your return, we require a receipt or proof of purchase. Cancellation of items/orders may be made prior to the completion of orders and the management reserves the right to refuse any cancellation made after shipment of the item(s).
Please do not send your purchase back to the manufacturer.

Partial Refunds (if applicable)

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition is damaged or missing parts for reasons not due to our error
Any item that is returned more than 14 days after delivery To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@petanya.co.uk

Sale Items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@petanya.co.uk

Reshipments and Refunds

You are entitled to apply for a Reshipment (the final choice will be made on a case-by-case basis) if your order is not delivered within 65 working days* from the time the order was picked up by the courier (this can be referred to as “the earliest update available on tracking information”).
In order to apply, you should send an email with your full name and order number to info@petanya.co.uk, stating what the issue is.
Please, note that we will only accept requests made within 80 working days from the time the order was picked up by the courier.

*Working Days excludes Saturdays and Sundays, as well as all the Bank Holidays (public holidays in the UK).

Exceptions:

i. If tracking information shows that your order arrived at Destination Country, and is either held by the customs or by the local post, we will not accept any reshipment request. In fact, you are responsible for contacting the local customs and local post in case of any additional information may be needed to successfully complete the delivery.
ii. If tracking information shows that your order was returned (i.e. sent back) by Local Post/Customs, because of various reasons which may include “Numerous delivery attempts failed” or “Wrong shipping address”, we may reserve the right to not reship your order, and this will be decided on a case-by-case basis.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over £100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.