Refund policy
Return & Refund Policy
1. 14-Day Return Policy
We accept return requests for unused, unopened, or undamaged items within 14 days of the original purchase date. You may choose between a refund or an exchange.
2. Conditions for Return
To be eligible for a return, the following conditions must be met:
Items must be in original, unopened, and unused condition, with all original packaging, accessories, and manuals included.
Return shipping costs are the responsibility of the buyer.
We strongly recommend using a trackable shipping service for your return. We are not responsible for lost or missing return packages.
Important Note on Customs Clearance
If the returned package is subject to customs clearance fees, import duties, or any related charges upon arrival at our warehouse, those costs will be deducted from your refund amount. Please be aware of this before initiating a return.
3. Non-Returnable Items
The following items are not eligible for return or refund under any circumstances:
Items that have been opened or used, regardless of condition.
Items damaged due to misuse, mishandling, or unauthorized modification.
Items returned after the 14-day return window.
4. Return Address
Please send all returns to the following address:
Petipia Returns
Room 915A, Huangjia Business Center
Minzhi Street, Longhua District
Shenzhen, Guangdong Province
China
5. How to Initiate a Return
To start a return process, please contact us at:
Email: support@petipia.com
Please include the following information in your email:
Order number
Product name(s) you wish to return
Reason for return
We will respond within 2 business days with further instructions.
6. Refund Process
Once we receive and inspect your returned item, the process is as follows:
Inspection first: Within 3-5 business days after package arrives at our warehouse
Approval / Rejection Notification :You will receive an email notification
Refund Processing (if approved),:Refund will be issued to your original payment method
Refund Arrival Time :Typically 5-10 business days, depending on your payment provider (bank, PayPal, etc.)
Please note that original shipping fees are non-refundable unless the return is due to a defective product or our error.
7. Defective or Damaged Products
If you receive a defective or damaged product (not caused by misuse), please contact us within 7 days of delivery at support@petipia.com with:
Your order number
Photos or videos showing the defect or damage
For verified defective items, we will provide:
A free replacement (we will cover return shipping costs), or
A full refund
8. Exchanges
If you need to exchange an item for a different size, color, or model, please contact us first. Exchanges follow the same 14-day return window and condition requirements. You may be responsible for any price difference and additional shipping costs.
9. Contact Us
If you have any questions about our return policy, please contact us:
Email: support@petipia.com
Response time: Within 24 hours on business days