Refund policy

At Pettypurse, we want you to love your order. If something isn't right, we're here to help. This policy explains how returns, refunds, and cancellations work for customers worldwide, and sets out the specific additional rights that apply to customers in the EU, UK, US, Australia, and other regions.

1. Return Window

You have 30 days from the date you receive your order to request a return of eligible items.

EU/UK customers also have a statutory right of withdrawal within 14 days from the day you (or a person you designate) receive the goods. See Section 8 below for details on how to exercise this right.

2. Eligibility for Return

To be eligible, your item must be:

  • Unused, unworn, and undamaged
  • In original packaging with all tags attached
  • Returned with proof of purchase (order confirmation or receipt)

3. Non-Returnable Items

The following items cannot be returned under our standard return policy:

  • Custom or personalized products (including all custom card stickers) - these are made specifically for you and cannot be resold. This exclusion is permitted under Art. 16(c) of EU Directive 2011/83/EU and equivalent consumer protection frameworks in other jurisdictions.
  • Application Kits and similar single-use accessory products once opened
  • Sale or discounted items (except where required by law)
  • Gift cards
  • Personal care items
  • Perishable goods
  • Hazardous materials
  • Non-tangible services and digital products once accessed

Important: These exclusions do not override your statutory warranty rights for defective goods (see Section 5).

4. How to Start a Return

Email us at info@pettypurse.com with:

  • Your order number
  • The item(s) you wish to return
  • The reason for return

We'll respond within 24 hours with next steps. If approved, we'll provide return instructions.

Return shipping costs are the responsibility of the customer unless the item is damaged, defective, or sent in error. This applies to all return reasons including the EU right of withdrawal, as permitted under Art. 14(1) of EU Directive 2011/83/EU when disclosed in advance (which this policy does).

Items sent back without prior authorization cannot be accepted or refunded.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  • Contact us at info@pettypurse.com within 48 hours of delivery
  • Include photos of the issue and your order number
  • Pettypurse will cover return shipping and issue a replacement or full refund at no cost to you

Your statutory warranty and consumer rights are not affected by this policy:

  • EU customers: 2-year statutory warranty under Art. 10 EU Directive 2019/771 (ยงยง 434 ff. BGB for Germany)
  • UK customers: Consumer Rights Act 2015 protections apply
  • US customers: Applicable state warranty laws and federal Magnuson-Moss Warranty Act protections apply
  • Australian customers: Australian Consumer Law guarantees apply - you are entitled to a replacement or refund for a major failure and compensation for reasonably foreseeable loss or damage

6. Refunds

Once we receive and inspect your returned item:

  • You'll receive an email confirming approval status
  • Approved refunds are processed within 10 business days to your original payment method
  • Your bank or payment provider may need additional time (typically 3-10 business days) to post the refund

Refund amounts:

  • Original product price: refunded in full for eligible returns
  • Original shipping costs: non-refundable, except where the return is due to our error or for EU customers exercising the right of withdrawal on the full order
  • Return shipping: paid by customer unless we are at fault

For EU customers exercising the right of withdrawal on an entire order, Pettypurse refunds the original shipping cost up to the cost of our standard shipping option. If you chose a more expensive shipping method, the difference is not refunded.

7. Exchanges

Pettypurse does not offer direct exchanges. If you'd like a different product:

  1. Request a return of your original item (if eligible)
  2. Place a new order for the item you want

This keeps the process clean and gets you your new item faster.

8. EU & UK Right of Withdrawal

If you are a consumer in the EU or UK, you have the right to withdraw from your purchase within 14 days without giving any reason.

Withdrawal period: The withdrawal period expires 14 days after the day on which you (or a third party you designate, other than the carrier) acquire physical possession of the goods. For orders with multiple items delivered separately, the period starts on the day you receive the last item.

How to exercise this right: To exercise your right of withdrawal, you must inform us of your decision by a clear written statement. You can:

  • Email us at info@pettypurse.com
  • Use the standard withdrawal form (available on request by emailing us)
  • Send a letter by post

Consequences of withdrawal: If you withdraw from the contract, Pettypurse will reimburse all payments received from you, including the costs of our standard delivery option (but not additional costs resulting from your choice of a more expensive delivery method), without undue delay and no later than 14 days from the day we receive your withdrawal notification.

Pettypurse may withhold the reimbursement until we have received the goods back, or until you have supplied evidence of having sent back the goods, whichever is earliest.

You must send back the goods without undue delay and no later than 14 days from the day you communicated your withdrawal to us. The deadline is met if you send the goods before the 14-day period expires.

You will bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Exceptions to the right of withdrawal: The right of withdrawal does not apply to:

  • Custom or personalized products made to your specification (Art. 16(c) EU Directive 2011/83/EU)
  • Sealed goods unsuitable for return due to health protection or hygiene reasons, once unsealed
  • Digital content not supplied on a tangible medium once performance has begun with your prior express consent

9. US Customers

US customers are covered by our 30-day return policy above. In addition:

  • Applicable state-level consumer protection laws apply in full (e.g., California Civil Code ยงยง 1723-1723.5 for return policy disclosure)
  • Federal Magnuson-Moss Warranty Act protections apply to defective goods
  • Some states require specific disclosures for "final sale" items - our sale items policy complies with these requirements

10. Australian Customers

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy is intended to exclude, restrict, or modify your rights under the Australian Consumer Law.

11. Order Cancellation Before Shipment

If your order has not yet been shipped, you can cancel it for a full refund with no return shipping required. Email us as soon as possible at info@pettypurse.com with your order number.

Once an order has entered production (for custom products) or been shipped, it is subject to the standard return policy above.

12. Fraud Protection & Policy Abuse

Pettypurse reserves the right to refuse returns that we reasonably believe to be fraudulent or abusive of this policy. This does not affect your statutory rights.

We reserve the right to deduct value loss from the refund amount for items returned in a condition that shows use beyond what is necessary to establish the nature, characteristics, and functioning of the goods. This is permitted under Art. 14(2) of EU Directive 2011/83/EU and equivalent consumer law.

13. Governing Law & Language

This policy is governed by the laws of the Federal Republic of Germany, without prejudice to any mandatory consumer protection provisions of the country of residence of consumers located outside Germany.

This policy is provided in English. Translations into other languages are provided for convenience only - in case of conflict, the English version prevails unless applicable law requires otherwise.

14. Dispute Resolution

EU customers can use the European Commission's Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr to resolve disputes. Our contact email for ODR purposes is info@pettypurse.com.

Pettypurse is not obligated and does not participate in alternative dispute resolution proceedings before a consumer arbitration board.

15. Contact Us

For any questions about this policy, returns, refunds, or any other matter:

Pettypurse Email: info@pettypurse.com Response time: within 24 hours

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