WHAT IS YOU RETURN POLICY?Updated 10 days ago
Returns for eligible items can be made within 30 days of your delivery date for
unworn, unwashed items in their original condition with all tags still attached.
All returns must be submitted through our Returns Portal, where a prepaid
return label will be automatically created for shipment from USA,
Australia or New Zealand.
If you are returning from any other region, you must ship back the items using your chosen carrier to the address listed in the portal. We recommend using a tracked shipping service, as we cannot accept responsibility for items lost or damaged in return transit.
We offer the following return options:
Return for Refunds
Return shipping is at your cost unless the item is defective or was shipped in
error. The return shipping cost The cost to return for a refund is $9.95 and will
be deducted from the refund amount. Allow up to 6 business days for processing once your return arrives.
Store Credit
If you choose to return for store credit instead of a refund, your return shipping is free of charge. Opting for store credit will allow you to make a new purchase at a later date. Promotion codes used for the original purchase do not carry over to the credit. Previously used or expired discount codes cannot be
applied.
Exchanges
Exchange requests for different color or size of the same product can be
completed directly through our return portal. If you select this option, the cost
to ship the exchanged product to you and to ship the returned item is free.
Please note, exchanges are not guaranteed, if your requested item is out of
stock when your return is processed, you will automatically receive a refund
instead, per the terms in this policy.
The option to repurchase the same item in another size at the original sale
price (including any discounted price) is available via exchange only (subject
to availability).
Shop Now
Essentially this is another exchange option! This way, you have the option to
order a different item instead of just swapping for a new size. If you select this
option, the cost to ship the exchanged product to you and to ship the returned
item is free as well. You will be asked to provide payments for any amounts over or under the original price paid. Should you need to return the item/s in question, eligible items can be returned for credit issued to the original form of payment.
*Discounts codes or Promotion codes used for the original
purchase do not carry over to the new item. Previously used or expired
discount codes cannot be applied in the Shop Now feature option.
Store Credit
If you decide to return for store credit instead of a refund, your cost to return the item is free of charge. Opting for store credit will allow you to make a new
purchase at a later date and use a new promo code, if available. Promotion codes used for the original purchase do not carry over to the new item.
Previously used or expired discount codes cannot be applied
Non-Petal & Pup Returns
You can only use our return portal for Petal & Pup products purchased through our website. Petal & Pup is not responsible for non-Petal & Pup items or Petal & Pup items purchased through a third party retailer mistakenly returned. We do not have the ability to locate or ship back these items once received. All returns for Petal & Pup items purchased from a third party retailer (e.g., Nordstrom,Amazon, TJ Maxx) are subject to and must follow their return policy.
Faulty Items
Customers have 14 days from the delivery date to contact Customer Experience at [email protected] for any faulty, damaged, or defective items, not as described, or there is an error in the shipment. Requests received after this period may not qualify for replacement or refund. We will work with you to return the items and to ship you a replacement or provide a full refund.
Eligibility
Items must be unwashed, unworn, and free of stains, damage, deodorant, or scent. Tags must remain attached. Final sale items, intimates (skin adhesive, nipple covers, underwear, etc.), accessories, or and gift cards are not eligible for return or exchange.
*If you have selected a refund to your original payment method and your order was processed via split payment, your refund will be issued to the credit card applied at checkout first and the remaining balance will be issued to the gift card.
Refund Processing Timeframe
Refunds must be processed within the time limits permitted by our payment processor and financial institutions. In certain cases, if the original transaction exceeds the allowable refund window (60 days from the original purchase date), we may be unable to issue a refund back to the original payment method.
If a refund cannot be issued to the original form of payment due to processing limitations or elapsed time, we reserve the right to issue store credit in the amount of the approved refund instead.
Right to Cancel
If you are a customer located in the UK or EU/EEA, you have the right to cancel your order within 14 days of receiving the goods. If you exercise this right, you are responsible for the cost of returning the goods to us. We will refund the product price and the standard outbound delivery cost within 14 days of receiving the returned goods or proof of return postage. To exercise the right please complete the field in the portal or send us an email to [email protected] within the 14 day period. Send the goods back to the return address below within 14 days of this notice.
Return address
For products purchased on petalandpup.com.au :
Returns - Petal & Pup Returns, 240
Lavarack Ave, Pinkenba QLD 4008, Australia.
For products purchased on petalandpup.com:
Returns - Petal & Pup Returns C/O Columbus 6 9224 Intermodal Court suite 200 Columbus OH 43217, USA.