Return Policy

Our Return Commitment

We hope you're delighted with every purchase from Petanthia. If something isn't quite right, we're here to help.

To begin a return request, please contact our customer support team at support@petanthia.com and include:

Your order number
The product(s) you'd like to return
A brief description of the reason for the return

Please wait for return authorization before sending any item back, as returns received without prior approval may not be accepted.

Return Eligibility

You may request a return within 30 days of receiving your order.

To qualify for a refund, returned items must:

Be unused and in their original condition
Include all original packaging and accessories
Show no signs of wear, damage, or alteration
Be accompanied by proof of purchase or your order number

Please double-check size measurements before trying on wearable items.

For hygiene and safety reasons, products that have been used or worn, including pet harnesses, support braces, wearable accessories, or similar personal-use items, cannot be returned unless they are defective or arrived damaged.

Customized & Personalized Items

Many of our memorial products are handcrafted or made specifically for your order, including engraved, personalized, or custom-designed items.

Because these products are created exclusively for you, they cannot be returned or refunded due to reasons such as:

A change of mind
Incorrect personalization details provided by the customer
Personal preference after production has begun

However, if your customized item arrives damaged, contains a manufacturing defect, or includes an error caused by our production team, please contact us within 7 days of delivery. We'll carefully review the issue and, where appropriate, arrange a replacement, repair, or refund at no additional cost.

Damaged or Defective Items

Please contact us within 7 days of delivery for damaged or defective items. Include your order number and clear photos or videos showing the issue so we can review it promptly and arrange an appropriate solution.

Return Address

Our return address may vary depending on the product or fulfilment location.

Please do not return any item without contacting us first. Once your request has been reviewed, we'll provide the correct return address along with detailed return instructions.

Exchanges

We currently do not offer direct product exchanges.

If you need a different size, colour, or model, simply return the eligible item for a refund and place a new order once your return has been approved.

Return Shipping Costs

If the return is due to your own preference

Examples include:

Ordering the wrong size
Changing your mind
No longer wanting the product

In these situations, the customer is responsible for the cost of returning the item.

If the return is due to our error

If you receive:

A damaged product
A manufacturing defect
The wrong item
An incomplete order

We'll arrange an appropriate solution, which may include a prepaid return label or reimbursement of reasonable return shipping costs.

Refunds

After your returned item arrives at our facility, we'll inspect it to confirm it meets our return requirements.

Approved refunds will be issued to your original payment method within 10 business days.

Please note:

Original shipping charges are non-refundable for customer-initiated returns.
We never charge restocking fees or additional processing fees.
If the return is the result of our mistake, you'll receive a full refund, including any applicable shipping charges.

Depending on your bank or payment provider, it may take a few additional business days for the refund to appear in your account.

Order Cancellation

If your order has not yet entered the shipping process, you may request to cancel it by contacting support@petanthia.com as soon as possible.

Unfortunately, once an order has been dispatched, it can no longer be cancelled. In this case, you may request a return after delivery, provided the item meets our return conditions.

European Union Cooling-Off Rights

For orders delivered within the European Union, customers generally have the right to withdraw from their purchase within 14 days of receiving the goods, without giving a reason, in accordance with applicable consumer protection laws.

Please note that this statutory right does not apply to products that have been made to your specifications or clearly personalized, including custom-engraved or made-to-order memorial items.

For eligible non-customized products, returned items must:

Be unused and in their original condition
Include all original packaging and tags
Be accompanied by proof of purchase

Where the return is not due to a product defect or an error on our part, customers are responsible for the return shipping costs, and the original shipping charges are non-refundable where permitted by applicable law.