Refunds & Cancellations

Returns

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To complete your return, we require a receipt or proof of purchase and photographic evidence on some occasions. Please do not send your purchase back to the manufacturer. You will be expected to cover the shipping costs for the return. We cannot offer prepaid labels. 

Refunds

We can provide refunds in exceptional circumstances. Please contact us to find out if your circumstance qualifies for a refund. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@pettrove.shop

Exchanges 

If you need a different size, just drop us an email at support@pettrove.shop to start your exchange process. Once we receive your request, our friendly customer service team will provide you with all the necessary details, including the return address. 

You have 14 days after receiving your order to request a replacement. If 14 days have gone by then we cannot issue a replacement. 

Cancellations

We can only process cancellations or partial cancellations in exceptional circumstances. Please contact us to find out if your circumstance qualifies for a cancellation. 

Please note, the following are classed as not exceptional circumstances:

• You regret making an order
• Your order was accidental

If you would like to change/update your order due to ordering an incorrect variant, size or color; or would like to increase the quantity of items in your order or to upgrade/degrade your shipping method; you can email our customer support team at support@pettrove.shop who will process any changes requested. Any change in the value of your order will be refunded/charged to the customer's credit card or payment details on our system.

Please note: Requesting a change to your order that decreases the quantity of items in your order is classed as a partial cancellation. Consequently, this can only be processed if the reason given is not classed as one of the pre-defined 'not exceptional circumstances'.

Disclaimer: The refunds and cancellations terms given above are what we believe to be fair and reasonable. These terms do not affect your statutory rights to a refund within a 14 day cooling period.