Refund Policy
Order Changes/Cancellations
Please note that once an order has been placed, it cannot be edited or canceled. Orders are processed immediately to ensure timely delivery.
Returns
Return requests must be submitted within 30 days of your delivery date. To be eligible for a return, your item must be unused and unopened. It must also be in the original packaging. The 30 day warranty only covers defective products. If your pet does not like the product or you have ordered the wrong size/color, we grant you a 35% discount on your next purchase. Typing errors in personalized products will only be exchanged if the error was caused by us. Please pay attention to what you type. In the interest of hygiene and our community, the following items can not be returned: Customized Products, worn products, used products, opened products out of original package.
All returns must include the original invoice or a note referencing your full name, e-mail you provided in the order and the order number. Returns should be sent to the following address: Josef Wolfik-Straße 25, Stockerau, Lower Austria, 2000, Austria. DO NOT send your purchase back to the manufacturer. You will be responsible for shipping costs on your return. Shipping costs are non-refundable.
Unfortunately, we cannot accept returns on sale items or gift cards.
Damaged or Defective Items
We will replace items for you if they are defective or damaged. Please send a picture of the defective or damaged item to support@petiness.com within 24 hours after delivery for review.
Lifetime Warranty
We offer a maximum of two replacements if the harness is torn or damaged during normal use. Please send a clear picture of the damaged harness to support@petiness.com and attach your original invoice. Normal wear and tear will not be replaced. If your dog bites on the harness, this is not a normal use and is not insured.
Petiness™ Premium Shipping
Customers who have opted to the Petiness™ Premium Shipping will be disburdened from return costs for damaged products within the guarantee period of 30 days. Upon information about a damaged product, the customer has to provide photos of the damaged product and Petiness is entitled to request return of the product on their own cost or waive this right and replace the damaged product without return.
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Shipping
Shipping and processing times
We try our best during these difficult days, as always. Your products will be delivered within 8 to 15 days. Personalized products could take few days longer. The processing times could vary between 1 and 3 days. If you place your order on the weekend, your order will be shipped the next business day.
Shipping countries and costs
Currently we ship to US, UK, Canada and Australia. The shipping for purchased products is totally free.
Returns
Please be aware that personalized products cannot be returned or exchanged, thus the refund is also excluded, except they have manufacturing defects.
- Damaged products
If received products have manufacturing defects, buyers are entitled to request a product replacement within 14 days of receiving the item. Each case is assessed individually, and if valid, Petiness will cover related costs to deliver a replacement. Be aware to send a photo of the damage within 24 hours upon arrival to support@petiness.com with the subject "Damaged- Order Number"otherwise the refund cannot be accepted.
- Exchanges
If you would like to echange your product, it´s not worn and personalized, first send us a mail to support@petiness.com with the subject "Exchange - Order Number" and we try our best. After validation return it back within 14 days upon arrival to the following address:
Petiness Store
Josef Wolfik Straße 25/J18
2000 Stockerau
Austria
We won’t refund your original or return postage costs.
- Cancellations
A cancellation is only possible within 24 hours after the order placement AND if it is not shipped. Otherwise we cannot accept the cancellation. Send us a mail to support@petiness.com with the subject "Cancellation - Order Number" and we try our best.
- Satisfaction guarantee
If you are not satisfied with a product, it´s not worn and personalized, send us a mail to support@petiness.com with the subject "Satisfaction guarantee - Order Number" and we try our best. After validation, return it back within 30 days upon arrival to the following address:
Petiness Store
Josef Wolfik Straße 25/J18
2000 Stockerau
Austria
We won’t refund your original or return postage costs.
Payments
We accept common payment methods such as PayPal, ApplePay, Visa, Mastercard and AmEx
Contact
You would like to ask questions more in detail or give us feedback. You´re welcome to do that via mail. Send us your request to support@petiness.com and we will answer as fast as possible within 48 hours in most cases on business days.