Refund policy

At PetPearl, customers are given a 30-day right of return. This means that within 30 days of receiving an item, customers can request a return. To be eligible for a return, the item must be in the same condition as when it was received, including being unworn, unused, with tags attached and in its original packaging. Additionally, customers will need to provide a receipt or other proof of purchase.

To initiate a return, customers can contact PetPearl at info@petpearl.de. It is important to note that returns must be sent to a specific return address, which will be provided by the company. It is essential to request a return and receive a return label from the company before sending the item back. Items returned without prior authorization will not be accepted.

In the case of damages, defects, or receiving the wrong item, customers are advised to check their order upon receipt. If any issues are found, customers should contact PetPearl immediately, so the company can assess and address the problem.

It is important to highlight that there are some exceptions to the return policy. Perishable goods such as food, flowers, or plants cannot be returned. Additionally, custom-made items, special orders, personalized items, and personal care products are not eligible for return.

For any further questions or concerns regarding returns, customers can always reach out to PetPearl at info@petpearl.de. The company is committed to providing customer satisfaction and addressing any inquiries.

If you need to exchange an item, the fastest way to get the item you want is to return the original item and make a separate purchase. For customers in the European Union, there is a 14-day withdrawal period during which you have the right to cancel or return your order without providing a reason. To be eligible for a return, the item must be in the same condition as when you received it, including having tags attached and being in the original packaging. You will also need the receipt or proof of purchase. Once we receive and check your return, we will notify you about the approval of the refund. If approved, the refund will be automatically processed to your original payment method within 10 business days. Please note that it may take some additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since the approval of your return, you should contact us at info@petpearl.de for further assistance.