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.
30-Day Returns and UK Cancellation Rights
Petanthia offers a 30-day return period for eligible non-customized items. This 30-day policy is in addition to, and more generous in duration than, the statutory 14-day cancellation right that generally applies to eligible online purchases delivered within the United Kingdom.
To request a return, please contact support@petanthia.com within 30 days of receiving your order and include your order number, the product(s) you wish to return, and a brief reason for the return.
For purchases delivered within the United Kingdom, you may cancel an eligible order within 14 days of receiving the goods without giving a reason. To exercise this statutory right, email support@petanthia.com with a clear statement that you wish to cancel and include your order number. After notifying us, you normally have a further 14 days to return the goods.
During the statutory 14-day cancellation period, you may inspect and handle goods as you would in a shop, including a careful indoor fit check for wearable pet products where appropriate. We may make a deduction only where handling goes beyond what is necessary to establish the nature, characteristics, and functioning of the goods, where permitted by applicable law.
For voluntary returns requested after the statutory 14-day cancellation period but within our 30-day return period, items must be suitable for resale: clean, free from pet hair, stains, dirt, odours, damage, and outdoor-use marks, with original packaging, tags, accessories, and proof of purchase or order number.
Clearly personalized, engraved, custom-made, or made-to-order items may be excluded from the statutory cancellation right where applicable. This does not affect your rights if an item is faulty, damaged, incorrect, or not as described.
For an eligible statutory cancellation, we will refund the price paid and the cost of our standard delivery service within the applicable legal timeframe. We may wait until we receive the goods back or receive evidence that they have been returned, whichever is earlier. For voluntary returns outside the statutory cancellation period, customers are responsible for return shipping costs unless the return is due to our error or a product fault.
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, has a manufacturing defect, or includes an error caused by our production team, please contact us within 7 days of delivery where possible, with your order number and clear photos or videos. We will review the issue and, where appropriate, arrange a replacement, repair, or refund at no additional cost. If you contact us after 7 days, we will still assess your request in accordance with any applicable statutory rights.
Damaged or Defective Items
If an item is damaged, defective, incorrect, or incomplete, please contact us within 7 days of delivery where possible, and include your order number and clear photos or videos showing the issue. This helps us investigate promptly and arrange an appropriate solution. If you contact us after 7 days, we will still assess your request in accordance with any applicable statutory rights.
Return Address
Return address: Flat 1107, Arena Tower, London E14 9YF, United Kingdom.
Please contact us at support@petanthia.com and receive return authorisation before sending any item. Do not return items without prior authorisation. We cannot accept responsibility for items sent without authorisation, including items that are lost or delayed in transit. Please use a tracked service and keep your proof of postage. This does not affect any statutory rights that apply to you.
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 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.
If we need to cancel an order after payment because of a pricing error, stock issue, suspected fraud, address issue, payment issue, or another reasonable concern, we will issue a full refund to the original payment method within 10 days of cancellation.
Once an order has been dispatched, it can no longer be cancelled before delivery. This does not affect any right to cancel or return an eligible purchase after delivery under this policy or applicable law.
Need Assistance?
If you have any questions regarding returns, refunds, or cancellations, our customer support team is always happy to help.
Email: support@petanthia.com