Refund policy

At Petolla, we want you to shop with confidence. If something is not right with your order, we are here to help with a return process that is clear, fair, and easy to understand.

This Return & Refund Policy explains when returns may be accepted, how to request a return, and how refunds are handled for orders placed through our store.

1. Right of withdrawal

If you are purchasing as a consumer within the European Union, you have the right to withdraw from your order within 14 days from the day you receive your item, without needing to give a reason. This right applies to online purchases under EU distance selling rules.

To exercise your right of withdrawal, you must contact us with a clear request before the 14-day period expires.

2. Our 30-day return window

In addition to your legal 14-day right of withdrawal, Petolla may accept eligible return requests made within 30 days of delivery, depending on the condition of the item and the reason for the return. This extended period is offered as a store policy and does not replace your legal rights under applicable consumer law.

3. Return eligibility

To be eligible for a return, the item must be returned in suitable condition. This generally means:

  • The item is unused or only handled as reasonably necessary to inspect it.

  • The item is returned in its original condition.

  • The item is returned with any original packaging, accessories, manuals, or included components where applicable.

  • The return request is made within the relevant return period.

We may refuse a return or reduce the refund where the item shows signs of use beyond what is necessary to check its nature, characteristics, and function, or where the item is returned incomplete or damaged after delivery through misuse.

4. Non-returnable items

Some products may not be eligible for return where an exception applies under law or due to the nature of the product. This may include:

  • Personalized or made-to-order items.

  • Perishable goods.

  • Sealed items not suitable for return for hygiene reasons once unsealed or used, where applicable.

  • Any item clearly marked as non-returnable on the product page where legally permitted.

If a specific item is not eligible for return, we will aim to make this clear on the relevant product page or before purchase.

5. Return shipping costs

If you return an item because you changed your mind and are exercising your withdrawal right, you are generally responsible for the return shipping costs unless we state otherwise before purchase. Under EU rules, the seller must inform customers of this in advance; if that information is not provided, the trader may have to bear those costs.

If the item is faulty, damaged on arrival, or incorrect, Petolla will cover the return costs or provide an appropriate solution in line with your consumer rights. Under EU rules, the cost of returning defective goods is the trader’s responsibility.

6. Faulty, damaged, or incorrect items

If you receive an item that is damaged, defective, or not what you ordered, please contact us as soon as possible after delivery. To help us review the issue quickly, please include your order number, a description of the problem, and clear photos where relevant.

Where a product is confirmed to be faulty, damaged, or incorrect, we will work with you to provide an appropriate remedy, which may include a replacement, refund, or another suitable solution depending on the circumstances and applicable law.

7. Refunds

Once your return has been received and inspected, we will let you know whether your refund has been approved. If approved, the refund will be sent to your original payment method.

Where a consumer validly withdraws from an online purchase, EU rules require the trader to refund the consumer within 14 days of the withdrawal, although the seller may wait until the goods are returned or evidence of return is provided, depending on the circumstances.

Please note that your bank or payment provider may need additional time to process and post the refund to your account.

8. Delivery issues

Under EU consumer guidance, goods ordered online should generally be delivered within 30 days unless another delivery period has been agreed. If an order is significantly delayed, not delivered, or cannot be fulfilled, you may have the right to cancel the order and receive a refund in accordance with applicable law.

9. How to start a return

To request a return, please contact us before sending any item back. Include your full name, order number, email address used for the purchase, and the reason for the return request.

Contact details:
Contact email: contact@petolla.shop
Support email: support@petolla.shop

Store address:
Petolla
45 Rue 11e Div Blindee Britannique
61100 Flers
France

Please do not send any item back without receiving return instructions from our support team first.

10. Your legal rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws in your country of residence. If local consumer law gives you additional protections, those rights will still apply.