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Returns · withdrawal · refunds

Changing your mind should be simple. Solving a problem should be even simpler.

For eligible online consumer purchases, you can normally withdraw within 14 days without giving a reason. Incorrect, defective or damaged goods follow a different path and should not be treated as a simple change of mind.

Withdraw from the contract →
0114-day withdrawal where applicable
02Standard delivery cost included where legally due
03Defects and errors handled separately
01

Withdrawal

If you changed your mind.

  1. 01The ordinary withdrawal period is 14 days from the date determined by consumer law, usually delivery of the goods.
  2. 02No reason is required.
  3. 03Direct return cost is borne by the consumer when properly disclosed, unless PETTI agrees otherwise.
  4. 04The statutory refund includes standard delivery costs; supplements for a more expensive delivery option are excluded.
  5. 05The consumer is only liable for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
02

How it works

One purchase, three different situations.

01

Withdraw from the contract

Use the online withdrawal function where available for your order, or send an unequivocal withdrawal statement with enough information to identify customer and contract.

02

Return the goods

After communicating withdrawal, follow the return instructions, pack the goods appropriately and keep proof of dispatch.

03

Report a problem

Incorrect, defective, damaged or non-conforming goods are handled separately through customer support.

03

Refund

Timing and payment method.

  1. 01Refunds are made without undue delay and within the statutory period.
  2. 02The same payment method is normally used, without fees for the consumer.
  3. 03Where permitted, the refund may be withheld until goods are received or proof of return is supplied.
  4. 04Voluntary exchanges follow separate availability and cost conditions.
04

Exceptions

Not every product follows the same rule.

Consumer law provides exceptions, including goods made to the consumer’s specifications or clearly personalised. Any applicable exception should be made clear before purchase, without affecting rights relating to defects or non-conformity.

PETTI

Withdrawal, returns and legal guarantee are not the same thing.

Keeping these paths separate means clearer information and the right remedy for each case.