We want you to fall in love with it! Please let us know if something isn’t right!Our artists can correct any imperfections to make sure it matches your furry friend! but just in case you’re not 100% satisfied, we’ve made the refund process super easy.

To start a return, please visit our “contact us” page or email support@petonweb.com to get the shipping address before returning your product.

We can’t refund you for custom products

We will treat every order of small baby as seriously as you treat your pet’s love, so we will communicate with you many times and send pictures to you in order to try to meet your expectations, but handmade will inevitably have flaws or imperfections, but don’t worry, we will provide you with free modification services, customised products belong exclusively to you and your pet, we have no way to secondary sales, so in general, we do not have the means to give you a refund.

We will refund you for the following:

1.Refund of damaged, incorrect, or defective products

If you find products in your order damaged or wrong, please contact us directly by email at support@petonweb.com and include photos/videos showcasing the issue you are experiencing with your item.

In this case the customer will be given 14 days in which to exchange the products for an exchange or refund. The period begins on the day the day you receive your order.

We will pay for the return shipment of the defective item since the shipping cost will already be paid by us in an prepaid return label.

2.Refund for canceled orders

You have up to 24 hours from the time the item(s) are delivered to end your order.

If your purchase was already shipped please adhere to the return guidelines outlined above, which corresponds to the reason for your return.

3.Lost Shipment

If at least 20 days have passed since your date of delivery date you should call our support service through email: support@petonweb.com and give us at least 5 days to look into the item(s) and its location using our courier service.

If we are unable to locate your shipment following the 5 days investigation, the item will become lost which means you will be legally entitled to a full reimbursement or we will provide a replacement should you wish to replace it.

Refund Process

The refund will begin once the product is received in our warehouse and is inspected by our staff. After approval, the refund is a 3-6-day complete. Refunds will be processed in using the method used for payment.