Return & Refund Policy


Last Updated: 08.09.2025

At PETICA™, we want you and your pet to be completely satisfied with your purchase. If for any reason you're not happy with your order, we offer a hassle-free 30-day money-back guarantee.

Our 30-Day Money-Back Guarantee

We stand behind the quality of our products. If you're not completely satisfied with your PETICA™ purchase, you can return it within 30 days of delivery for a full refund or exchange.

What's Covered

  • Full refunds for unused items in original condition
  • Exchanges for different sizes or colors (subject to availability)
  • Defective or damaged items received
  • Wrong items sent by mistake
  • Change of mind purchases

Return Conditions

To be eligible for a return or exchange, items must meet the following conditions:

Acceptable Returns

  • ✅ Items returned within 30 days of delivery
  • ✅ Products in original, unused condition
  • ✅ Items with original tags and packaging
  • ✅ Proof of purchase (order confirmation email)

Non-Returnable Items

  • ❌ Items damaged by pet use or misuse
  • ❌ Products returned after 30 days
  • ❌ Items without original packaging or tags
  • ❌ Personalized or customized products (when available)

How to Return Your Item

Step 1: Complete Our Return Form

Visit our Return & Exchange Form and provide:

  • Order number
  • Reason for return
  • Whether you want a refund or exchange
  • Your contact details

Step 2: Package Your Item

  • Clean the item if necessary
  • Include original packaging and tags
  • Add a copy of your order confirmation
  • Use our return label (if provided)

Step 3: Send It Back

Return Address: we have warehouses located in the European Union, and Asia. Based on your location, we will guide you to return your item to the nearest warehouse to make the exchange or refund process as convenient as possible.

Note: Customers are responsible for return shipping costs unless the item was defective, damaged, or incorrect.

Refund Process

Processing Time

  • Refund approval: 2-3 business days after we receive your return
  • Refund to your account: 5-10 business days (depending on your payment method)
  • Exchange shipping: 1-2 business days after approval

Refund Methods

  • Original payment method (credit card, PayPal, etc.)
  • Store credit (if requested)
  • Exchange for different size/color (subject to availability)

Partial Refunds

We may offer partial refunds for:

  • Items showing signs of use beyond trying on
  • Items returned without original packaging
  • Items returned after 30 days but within reasonable timeframe

Exchanges

Size Exchanges

If your PETICA™ product doesn't fit properly:

  • Use our sizing guide for accurate measurements
  • Exchange for a different size within 30 days
  • We'll cover shipping costs for size exchanges on defective sizing

Color/Style Exchanges

  • Subject to availability
  • Must be requested within 30 days
  • Original item must be unused and in perfect condition

Damaged or Defective Items

If you receive a damaged or defective product:

Immediate Action Required

  1. Take photos of the damage or defect
  2. Contact us immediately at [your email] or through our return form
  3. Keep all packaging for inspection
  4. Don't attempt repairs yourself

Our Response

  • Immediate replacement for defective items
  • Full refund if replacement isn't available
  • Prepaid return shipping label provided
  • Expedited processing for defective items

Wrong Item Received

If we sent you the wrong product:

  • Full refund or correct item sent immediately
  • Free return shipping with prepaid label
  • Keep the wrong item until we provide return instructions
  • Priority processing for our mistake

Contact Information

Customer Service

  • Email: hello@petica.co.uk
  • Phone: [your phone number]
  • Hours: Monday - Friday, 9:00 AM - 5:00 PM GMT

Return Form

Complete our online form: Return & Exchange Form

Important Notes

Shipping Costs

  • Customer responsibility for return shipping (except defective/wrong items)
  • Free return shipping for orders over £40 (when not customer's fault)
  • Expedited returns available at customer's expense

Refund Timeline

  • Returns processed within 2-3 business days
  • Refunds typically appear in 5-10 business days
  • Peak season may extend processing times

International Returns

  • UK customers: Standard return policy applies
  • International customers: Contact us for specific return instructions
  • Return shipping costs may be higher for international orders

Your Rights

This policy doesn't affect your statutory rights as a consumer. Under UK Consumer Rights Act, you have additional protections for faulty goods beyond our standard policy.

Questions? We're here to help! Contact our friendly customer service team, and we'll make sure your return experience is as smooth as possible.

PETICA™ - Your Pet's Comfort, Our Commitment