Refund policy

Last updated: July 30, 2026

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

30-Day Return Period

You may request an eligible return within 30 calendar days after delivery. The 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 standard return, the product must be:

Unused, unwashed, unaltered, and not permanently installed;
In the same condition in which it was delivered;
Free from stains, odours, moisture damage, scratches, burns, misuse, and other material signs of use;
Returned with its original packaging, labels, manuals, cables, controllers, adapters, accessories, and included components; and
Accompanied by the order number or other proof of purchase.

For products with electrical, heated, suction-mounted, mechanical, pressure-point, or moving components, the product must not have been modified, rewired, overloaded, incorrectly installed, or used contrary to the supplied instructions.

Review Product Details Before Ordering

Before ordering, review the product title, description, photographs, dimensions, materials, available variants, power requirements, installation conditions, included components, compatibility information, warnings, and care guidance displayed on the product page.

Selecting an incorrect size, colour, model, surface option, configuration, or product for the intended use is normally treated as a customer-responsibility return rather than a defective-product claim, unless the product information supplied by Pettels was materially inaccurate.

How to Start a Return

Contact Pettels before returning a product:

Email: support@pettels.co
Phone: +1 865-236-9092

Please include:

Your full name;
Your order number;
The product you want to return;
The reason for the return; and
Clear photographs when the product is damaged, defective, incomplete, or incorrect.

Do not send a product back without prior authorization.

Products may be supplied from different fulfilment locations. Authorized returns are sent to the applicable supplier return facility within the United States, and the correct return address is provided with the return authorization.

The Pettels legal business address is not automatically an authorized return warehouse. A product sent to an unauthorized address may be refused, delayed, or ineligible for processing.

Customer-Responsibility Returns

You are responsible for approved return-shipping costs when a return is requested because of:

A change of mind;
An incorrect size, colour, model, surface option, or configuration selected by the customer;
An accidental duplicate order;
The product is no longer wanted; or
Failure to review the product description, dimensions, specifications, compatibility information, installation requirements, or warnings.

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

Inspect the order promptly after delivery. Contact Pettels within 7 calendar days after delivery when:

The product arrived damaged;
The product appears defective;
The wrong product, size, colour, model, or variant was delivered; or
The order was materially incomplete because of a Pettels or supplier error.

Please provide the order number, a description of the issue, clear photographs of the product and packaging, and a photograph of the shipping label when available.

When the issue is confirmed, the available resolution may include:

A replacement;
A refund;
A replacement component;
An approved return label or reimbursement of reasonable approved return-shipping costs; or
Another appropriate correction based on the circumstances and product availability.

Do not continue using a product that might be unsafe or defective, and do not return it until Pettels provides instructions.

The 7-day reporting request helps us investigate carrier and supplier issues promptly. It does not limit any rights that cannot lawfully be limited.

Shipping Charges and Refunds

Pettels offers free standard shipping on eligible United States orders, so there is no outbound standard-shipping charge to refund.

If an optional paid or expedited delivery service is offered and selected, that additional charge is normally non-refundable for:

Change-of-mind returns;
Incorrect-option returns;
Accidental duplicate orders; and
Other customer-responsibility returns.

An optional paid delivery 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

Direct exchanges are not guaranteed.

The recommended process is:

Request a return for the original product;
Wait for the return request to be approved; and
Place a separate order for the preferred product or option.

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

Order Cancellations

Submit a cancellation request as soon as possible.

A cancellation can normally be completed only before supplier processing or dispatch begins. Once an order has entered processing, cancellation cannot be guaranteed. Once shipped, the order must follow the standard return procedure.

When cancellation is approved before dispatch, the applicable product price and any optional paid delivery charge will be refunded to the original payment method. Free standard shipping has no separate amount to refund.

Non-Returnable Products

The following products are not eligible for a standard return, except where applicable law requires otherwise:

Products showing material signs of use, washing, wear, installation, alteration, or misuse;
Products damaged through incorrect installation, an unsuitable surface, improper voltage, moisture exposure, overheating, overloading, unauthorized modification, or failure to follow instructions;
Products missing original packaging, labels, manuals, controllers, cables, adapters, parts, or accessories;
Gift cards;
Products clearly identified as final sale before purchase; and
Products returned outside the applicable return period without prior written approval.

Product-Specific Return Conditions

Heated and Electrical Products

Heated and electrical products must be returned clean, dry, unaltered, and with all supplied power components, controls, cables, and instructions. Damage caused by an incorrect power source, moisture, unattended use, folding during operation, or use contrary to instructions is not treated as a manufacturing defect.

Suction-Mounted Products

Suction-mounted products must be returned with all components and without damage caused by installation on an incompatible, dirty, porous, textured, uneven, cracked, curved, or grout-interrupted surface. A loss of suction caused by surface incompatibility, residue, incorrect installation, or failure to inspect the product is not automatically a product defect.

Bath Mats and Bathroom Rugs

Bath mats and bathroom rugs must be clean, dry, unwashed, and free from material signs of use. A product that has been installed inside a bath or shower contrary to its product instructions may not qualify for a standard return.

Massage and Acupressure Products

Massage and acupressure products must be clean and returned with all included components. Personal discomfort, preference, or a result that differs from an individual expectation does not by itself establish a product defect.

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 you 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 bank, card issuer, or payment provider may require additional time to post the credit. This timing is controlled by the financial institution and is separate from Pettels' inspection and processing period.

Refunds are not issued to a different card, bank account, payment account, or individual unless applicable law requires another method.

Partial or Rejected Refunds

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

The product shows material signs of use, washing, installation, alteration, or damage;
Packaging, labels, manuals, cables, controllers, adapters, parts, or accessories 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.

Payment Disputes and Chargebacks

Contact Pettels first when you experience a problem with an order, shipment, product, return, or refund so that we can review the issue.

When an active payment dispute or chargeback concerns the same transaction, Pettels may pause a separate refund or replacement while the dispute is reviewed to avoid duplicate reimbursement.