Refund policy

Last updated: July 19, 2026

Pettels is operated by Fadersoon LLC. This Return and Refund Policy applies to eligible products purchased directly through Pettels.

30-Day Return Period

Customers may request an eligible return within 30 calendar days after delivery.

The return request must be submitted within 30 calendar days after carrier tracking records the product as delivered.

Return authorization is required before any product is sent back.

Return Eligibility

To qualify for a return, the product must be:

Unused and unworn
In the same condition in which it was delivered
Free from pet hair, odors, stains, scratches, bite marks, and other signs of use
Returned with its original packaging
Returned with its original tags, accessories, and included components
Accompanied by the order number or other proof of purchase

Trying a product on an animal may leave signs of wear, hair, odor, scratches, or marks. A product showing signs of use may not qualify for a standard return.

Measure Before Ordering

Customers should review the measurements, sizing details, and fitting information displayed on the product page before ordering a collar, harness, leash set, or muzzle.

Pet breed, age, or weight alone may not determine the correct size. The listed neck, chest, or muzzle measurements should be compared with the animal's actual measurements.

Ordering an incorrect size is treated as a standard customer-responsibility return rather than a defective-product claim.

How to Start a Return

To request a return, contact us at:

Email: support@pettels.co
Phone: 865-236-9092

Please include:

Your full name
Your order number
The product you want to return
The reason for the return
Photographs when the product is damaged, defective, incomplete, or incorrect

Authorized returns are sent to a supplier return facility within the United States, and the applicable return address is provided with your authorization. We will review the request and provide the applicable return instructions.

Do not send a product back without prior authorization.

Products may be supplied from different fulfillment locations. The correct return destination may depend on the product and supplier.

The business address listed in this policy is not automatically the return warehouse. Returns sent to an unauthorized address may be refused or may not qualify for a refund.

Customer-Responsibility Returns

The customer is responsible for return shipping costs when a return is requested because of:

An incorrect size selected by the customer
An incorrect color, style, or variant selected by the customer
A change of mind
The product is no longer wanted
An accidental duplicate order
Failure to review the product measurements, description, or compatibility information

Customers should use a trackable shipping service and retain the shipping receipt and tracking information.

Pettels is not responsible for a customer return that is lost, damaged, or misdirected before reaching the authorized return destination.

Damaged, Defective, Missing, or Incorrect Products

Pettels will cover reasonable approved return-shipping costs when it is confirmed that:

The product arrived damaged;
The product has a manufacturing defect;
The wrong product, size, color, or variant was delivered; or
The order was materially incomplete because of our or the supplier's error.

The issue must be reported within 7 calendar days after delivery, together with the requested photographs and order information.

Depending on the circumstances and product availability, the available resolution may include:

A replacement
A refund
A replacement part
Another appropriate correction

Do not return a damaged, defective, incomplete, or incorrect product until return instructions have been provided.

Original Shipping Charges

The original $16.99 flat-rate shipping charge is non-refundable for:

Change-of-mind returns
Incorrect-size returns
Color, style, or variant-selection errors
Other customer-responsibility returns

The original shipping charge may be refunded when the entire order is refunded because:

Pettels cancelled the order before dispatch;
The shipment was confirmed lost;
The wrong product was delivered and a full refund was approved; or
The product was confirmed damaged or defective and a full refund was approved.

Exchanges

We do not guarantee direct exchanges.

The recommended procedure is:

Request a return for the original product.
Wait for the return request to be approved.
Place a separate order for the preferred size, color, or product.

A replacement product cannot be reserved while a return is in transit.

Order Cancellations

A cancellation can normally be completed only before the supplier begins processing or dispatches the order.

When cancellation is approved before dispatch, the product price and applicable shipping charge will be refunded to the original payment method.

Once an order has shipped, it must follow the standard return procedure.

Non-Returnable Products

The following products are not eligible for a standard return:

Products showing signs of use or wear
Products containing pet hair, odors, stains, scratches, or bite marks
Products damaged through misuse, improper fitting, or improper care
Products missing original packaging, tags, parts, or accessories
Gift cards
Products clearly identified as final sale before purchase
Products returned after the applicable return period without prior written approval

Return Inspection

After the returned product reaches the authorized return location, it will be inspected to confirm that it meets the return conditions.

Return inspection and processing may take up to 10–14 business days after receipt.

We will notify the customer when the return has been approved, partially approved, or rejected.

Refund Method and Timing

Approved refunds are submitted to the original payment method used for the order.

After Pettels submits a refund, the customer's bank, credit-card issuer, or payment provider may require additional time to post the credit.

The time required for the credit to appear is controlled by the customer's financial institution and is separate from our return inspection and processing period.

Partial or Rejected Refunds

A return may be rejected or receive a reduced refund when:

The product shows signs of use or wear;
Parts, packaging, accessories, or tags are missing;
The product was damaged after delivery;
The returned product does not match the authorized return request;
The product was sent to an unauthorized address;
The return was submitted outside the permitted timeframe; or
The return does not otherwise satisfy this policy.

We will provide an explanation when a return cannot be approved in full.

Chargebacks and Payment Disputes

Customers should contact Pettels first when they experience a problem with an order, shipment, product, return, or refund.

Submitting a payment dispute does not replace the return process and may delay our ability to investigate or resolve the issue.

Contact Information

For return or refund assistance, contact:

Pettels
Operated by Fadersoon LLC
623 Spring Branch Lane
Knoxville, TN 37934
United States

Email: support@pettels.co
Phone: +1865-236-9092
Support hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time