RETURNS + EXCHANGES
We want you to love your PETLY London purchase. If you’re not completely satisfied, you can return item(s) within 30 days of delivery.
How to Make a Return
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Email hello@wearepetly.com with your name, order number, and reason for return.
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We’ll reply with return instructions.
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Send your item(s) back as directed.
Return Conditions
To be eligible for a refund, items must be:
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New and unused
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Free from pet hair, odours, and signs of wear
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In the original packaging
Returns that don’t meet these conditions can’t be accepted.
Return Shipping
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Customer covers return postage, unless the product is damaged or faulty (please include photos in your email).
Refunds
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Processed within 5 business days of us receiving your return.
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It may take up to 10 business days to appear in your bank account (depending on your provider).
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Original shipping costs are non-refundable, unless the product is faulty or damaged.
Exchanges
We don’t currently offer direct exchanges.
To swap an item, return it for a refund and place a new order for the size/colour you need.
Sizing Help
Unsure about sizing? Check our Size Guide, which you can find on each product page or email hello@wearepetly.com with your pet’s breed, age, and measurements - we’re happy to recommend the best fit.