Return & Refund Policy

In principle, PETTENA  does not accept exchange requests. Details of refund requests under different circumstances are outlined below.

I. Refund and Return Conditions

1. Product Quality Issues: If consumers find that the product has quality issues or does not match the product description after receiving it, they may submit a refund request within 7 working days from the date of receipt.
2. Damaged Product: If the product is damaged during transportation, consumers must immediately confirm with the logistics personnel upon receipt and submit a refund request within 7 working days from the date of receipt.
3. Non-Quality Issues: If consumers need a refund for personal reasons (such as regretting the purchase, cancellation of the event, etc.), they must submit the request within 7 working days from the date of receipt, and the product must remain unopened.

II. Refund and Return Process

1. Submit Request: Consumers must submit their request through the official website of the independent store or customer service channels, providing the order number, product name, reason for return/refund, and photos or videos of the product as evidence.
2. Review and Processing: The independent store will review the return/refund request within 1-2 working days after receipt and contact the consumer to confirm the return/refund details.
3. Return the Product: Upon approval, the independent store will provide the return address and shipping method. Consumers must return the product to the specified address as required and provide the return tracking number and logistics information.
4. Inspection and Confirmation: After receiving the returned product, the independent store will inspect and confirm it. If the product meets the return/refund conditions, further processing will be conducted.
5. Refund or Exchange: For eligible products, the independent store will process the refund or exchange within 7 working days. Refunds will be made to the consumer's original payment method.

III. Shipping Costs