Refund Policy
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This page is about money: when Pet Petal pays you back, how much, where the money goes, and how store credit works. The practical side of sending a piece back, such as asking for a label and packing a suncatcher safely, is on our Returns & Exchanges Policy page. In one sentence: any product can come back within 60 days of delivery, postage free, and once it reaches us your refund is issued within 7 days, either to your original payment method or as store credit that never expires.
Refunds in short
- When: issued within 7 days of us receiving your return.
- Where: your original payment method, or store credit if you prefer.
- Store credit: never expires.
- Eligible: every product, personalised pieces included, returned within 60 days of delivery for any reason.
- Return postage: free, so it is never taken out of your refund.
- Shipping: free on every order, so there is no shipping charge to recover.
1. What triggers a refund
A refund starts when your returned item arrives back with us. The countdown is simple: from the day the parcel reaches us, we issue your refund within 7 days. You do not have to chase it or fill in a second form. The return request you emailed already tells us everything we need, including whether you want the money back or store credit.
Because the trigger is the arrival of the parcel, the most useful thing you can do is send the return soon after you receive your free label and keep your drop-off receipt. If you would like to know whether your parcel has reached us, email [email protected] and we will check.
Situations that lead to a refund
- You changed your mind about a piece, for example the floral wreath style felt busier on the wall than in the preview.
- A size did not work, such as a 36 × 24 in canvas that turned out too wide above a loveseat.
- A personalised piece carries a spelling you typed by mistake.
- An item arrived damaged, faulty or different from what you ordered.
- You cancelled within 24 hours of ordering, before the piece was made (see section 9).
2. Choosing between money back and store credit
You decide how your refund is paid. Tell us in your return email, and if you forget, we will ask before issuing anything.
| Question | Original payment method | Store credit |
|---|---|---|
| When is it issued? | Within 7 days of us receiving your return | Within 7 days of us receiving your return |
| Where does it go? | Back to the method you paid with at checkout | Held for you to spend at petpetal.shop |
| Does it expire? | Not applicable | Never |
| Best for | When you would rather not buy again | Choosing a different size, style or piece later |
Store credit suits customers who still want a portrait of their pet, just a different one. A customer who sends back a large canvas can use the credit on a smaller canvas print, a set of ornaments or a fleece blanket. Since store credit never expires, you can wait until a birthday, a gotcha day or the holidays come round.
3. A refund timeline, step by step
Here is how a typical change-of-mind refund unfolds, using the beagle canvas that turned out too wide for a wall. Real dates depend on how quickly the parcel travels, but our part of the timing never changes.
| Step | Who acts | Timing |
|---|---|---|
| Email asking to return the canvas, choosing money back | You | Any day within 60 days of delivery |
| Reply with the return address and free label | Pet Petal | Within 24 hours on business days |
| Canvas packed and handed over with the label | You | When it suits you; sooner means a sooner refund |
| Parcel arrives back with us | Delivery service | Depends on the journey |
| Refund issued to your original payment method | Pet Petal | Within 7 days of receiving the return |
| Money shows on your statement | Your bank or payment provider | Set by your provider |
If you chose store credit instead, the last row does not apply: the credit is ready to use as soon as we issue it.
4. Using your store credit
Store credit is tied to the email address on your order, or to the recipient’s email if a gift was returned with the sender’s agreement. When we issue it, we email you the amount and explain how to apply it to your next purchase. If you are unsure how to use it at checkout, reply to that email and we will walk you through it.
- No expiry: store credit never expires, so it can wait for a pet’s birthday next spring or the first Christmas ornament in a year’s time.
- Any product: spend it on suncatchers, canvas prints, ornaments, memorial gifts or home keepsakes from any of our Home & Keepsakes or other collections.
- Bigger orders: if your new order costs more than your credit, you pay the difference with the methods shown at checkout.
- Smaller orders: if your new order costs less, tell us and we will let you know how the remaining balance is kept for you.
5. Timing questions we are asked
Does the 7 days include weekends?
The commitment is that your refund is issued within 7 days of us receiving the return. Our support replies within 24 hours on business days, but the 7 days are not paused for weekends.
What if my 60 days run out while the parcel is travelling?
That is fine. The 60 days are about when you contact us. Once your return request is in, a slow journey back does not affect your refund.
What if my parcel to you never arrived at all?
Please email us with your order number. Late or missing deliveries are looked at case by case, and we explain the options for your order directly, rather than setting a fixed rule here.
6. How much comes back
Shipping is free on every Pet Petal order and return postage is free on every return. That keeps refunds simple: there is no outbound shipping charge to refund and no return postage to deduct. What you receive is based on the price you paid for the items you send back.
| What happened | Item price | Shipping to you | Postage back to us |
|---|---|---|---|
| Changed your mind, any product | Refunded | Was free | Free label from us |
| Personalised piece, any reason | Refunded | Was free | Free label from us |
| Arrived damaged or faulty | Refunded or replaced | Was free | Free label if we need it back |
| Wrong item or design sent | Refunded or replaced | Was free | Free label if we need it back |
Discounts and promotions
If you used a discount code, your refund is the amount you actually paid for the returned item, not its full listed price. If you return part of a discounted order, we explain the figure in our email before issuing it, so there are no surprises.
7. Refunds for part of an order
A partial refund simply means some items come back and others stay. Picture three acrylic ornaments for three cats ordered in one cart. If one of them goes back, you receive the price of that one ornament, and the other two remain yours. The 7-day timing is the same, counted from the day that ornament reaches us.
The same goes for sets shared between people. If siblings in Auckland and Perth split a garden slate pack of 3 and one of them wants to return a slate, please email us first. Packs and sets can be priced differently from single pieces, so we confirm what refund applies before you send anything, and you decide whether to go ahead.
When a return arrives in a different condition
Occasionally a returned item reaches us in a different state from the one described in the return email, for instance broken in the post on its way back. If that happens, we email you with photos before deciding anything, and we work it out with you. Careful packing, as described on the Returns & Exchanges page, helps avoid this entirely.
8. Damaged, faulty or wrong items
If a piece arrives with a problem, such as a heart ceramic ornament with a chipped edge, email a photo of the damage and of the outer box to [email protected]. We reply within 24 hours on business days and explain how we will put it right; a refund under the 60-day return terms is always one of the options. We will also tell you whether we need the item back; if we do, the label is free. Where the item does come back, your refund is issued within 7 days of us receiving it.
Photos you send for a claim are only used to sort out your order, and we delete them 30 days after delivery.
9. Cancelled orders
You can cancel an order within 24 hours of placing it, as described on our Cancel or Change an Order page. When we confirm the cancellation by email, the amount you paid goes back to your original payment method, or to store credit if you ask for that. Nothing has been shipped, so there is no parcel to return. Our confirmation email tells you what has been refunded; if you have any question about when it will show on your statement, reply to that email and we will help.
If we ever have to cancel an order ourselves, for example because a delivery address is outside the United States, Canada, Australia or New Zealand, we email you and refund what you paid.
10. Seeing the refund on your statement
We issue refunds within 7 days of receiving your return. After that, your bank or payment provider handles the final step of showing the money on your statement, and each provider works at its own pace. If the refund has not appeared some days after our confirmation email, contact us. We will send you the refund details from our side so your provider can locate it.
Currency
Your refund is issued in the same currency you paid in. If your bank converted the original payment, for example for an order sent to Canada, Australia or New Zealand, the amount shown on your statement can differ slightly because of the exchange rate on each day. That difference comes from the conversion, not from a fee charged by Pet Petal.
11. Gift orders
Memorial pieces are often sent as gifts. If a friend in Halifax receives a “Luna 2012 – 2026” teardrop suncatcher and decides to return it, a money refund goes to the original payment method of the person who ordered. If the recipient would rather choose something else, we can issue store credit in their name instead, provided the person who paid agrees. Either way, we handle it quietly and never contact the sender without being asked.
12. Payment disputes
If a charge looks wrong, please write to us before opening a dispute with your bank or payment provider. We can usually see what happened straight away and put it right. Writing to us first does not take away any right you have with your bank. Our Payment Methods page explains how charges appear and what to do about a duplicate.
13. Questions about your refund
Pet Petal, 620 H St, Fairbury, NE 68352, US. We help by email only: write to [email protected] or use our Submit a Ticket page, and include your order number. We reply within 24 hours on business days. Related reading: Shipping & Delivery and our Terms of Service.