Return & Refund Policy

I. Return Timeframe and Conditions

  1. Return Window:
  • All eligible items must be postmarked and shipped back within 30 days of the delivery date (based on tracking records or postmark date). Return requests exceeding the 30-day limit will not be accepted.
  1. Original Item Condition Requirements:
    To ensure items successfully pass quality inspection and trigger a refund, returned items must strictly meet the following standards:
  • Must be in unworn and unwashed brand-new condition.
  • Must have all original tags attached.
  • Must be free of stains, odors (such as perfume, body odor, or deodorant residue), pet hair, or artificial damage.
  1. Non-Returnable Items:
    Due to hygienic or special properties, the following items are considered “Final Sale” and cannot be returned or exchanged:
  • Clearance or sale items marked as “Final Sale”.
  • Intimates and accessories, including but not limited to: underwear, panties, skin tape, nipple covers, and bra inserts.
  • Other specific jewelry pieces and gift cards.

II. Return Options and Fee Policies

Petal & Pup’s automated Returns Portal handles self-service return requests. Fees vary depending on how you choose to have your return processed:

  1. Return for Refund to Original Payment Method:
  • If you choose a refund back to your original payment method (such as credit card or PayPal), a return shipping fee of $9.95 (or local currency equivalent like AUD/NZD) will be deducted per return. This fee is automatically deducted from your total refund amount.
  • Original shipping fees and return duties (if applicable) are generally non-refundable unless required by local law.
  1. Return for Store Credit:
  • If you choose to convert your refund into Petal & Pup Store Credit (Gift Card), the return shipping fee is waived (free return shipping).
  • Store credit is issued as a digital code for future use. Please note that promotional discount codes used on the original order cannot be transferred or applied to store credit.
  1. Exchanges & “Shop Now”:
  • Size/Color Exchange: You can directly request a size or color exchange for the same item through the returns portal. This option is typically free of shipping charges for both sending back the old item and shipping out the replacement.
  • Shop Now: Allows you to use your return value immediately to purchase other styles on the site. If the new item costs more, you pay the difference; if it costs less, the remaining balance is issued as store credit. Shipping fees for this option are also waived.

III. Step-by-Step Return Process

  1. Submit Request:
  • Visit the official Petal & Pup Returns Portal.
  • Enter your Order Number and Shipping Zip/Postcode.
  1. Select Option and Get Label:
  • Follow the on-screen prompts to select your preferred outcome (Refund, Store Credit, or Exchange).
  • The system will generate a Prepaid Return Label. Download and print it (if you lack a printer, you can take it to a local post office or shipping partner that offers print services).
  1. Pack and Ship:
  • Securely pack the items you wish to return (you can often reuse the original shipping mailer).
  • Affix the prepaid label firmly to the outside of the package.
  • Drop off the package at the designated local carrier location (such as USPS in the US, Australia Post in Australia, etc.).
  • Note: International or non-domestic customers may need to bear their own international shipping costs and use a traceable shipping service. The brand is not responsible for packages lost or damaged in transit.

IV. Refund Processing Time

  1. Warehouse Processing Time:
  • Once your return package arrives at the Petal & Pup warehouse and passes inspection, it typically takes 3 to 6 business days to process your request.
  1. Funds Arrival Time:
  • Once approved, the refund is initiated to your original payment method. Depending on your bank or financial institution, funds usually reflect in your account within 10 business days (or longer depending on specific institutional processing times).
  • If you have not received your refund after the specified period, contact the Petal & Pup customer experience team or your card issuer.

V. Faulty or Incorrect Items

  • If you receive an item with quality issues, damage, severe defects, incorrect items, or wrong fulfillment, you must contact the Petal & Pup Customer Experience team within 14 days of delivery, providing relevant photos and descriptions.
  • Once verified by customer support, the brand will typically arrange a free return and offer a full refund, store credit, or a free replacement item based on stock availability. Issues reported after the 14-day window may not qualify for free replacement or refund support.

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