Refund policy
This Return and Refund Policy applies to purchases made through petalandpupo.shop.
Contact information:
petalandpupo.shop
Email: info@petalandpupo.shop
Nothing in this policy limits any mandatory consumer rights available under German or European Union law.
1. Statutory Right of Withdrawal
Consumers purchasing eligible goods online generally have the right to withdraw from the purchase contract within 14 days without providing a reason.
The withdrawal period expires 14 days after the date on which the customer, or a third party designated by the customer other than the carrier, receives physical possession of the goods.
For an order containing multiple goods delivered separately, the withdrawal period begins when the customer or the customer’s designated third party receives the final item.
For goods consisting of multiple lots or pieces delivered separately, the withdrawal period begins when the final lot or piece is received.
2. Exercising the Right of Withdrawal
To exercise the right of withdrawal, the customer must inform petalandpupo.shop of the decision to withdraw through a clear and unambiguous statement before the 14-day withdrawal period expires.
The withdrawal request should be sent by email to:
The customer should include:
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Full name
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Order number
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Email address used for the order
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Identification of the products being cancelled
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Date the products were ordered
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Date the products were received
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A clear statement confirming the decision to withdraw
The customer does not need to provide a reason for exercising the statutory right of withdrawal.
The withdrawal deadline is met when the customer sends the withdrawal statement before the withdrawal period expires.
3. Model Withdrawal Form
Customers may use the following wording, but use of this wording is not mandatory:
To petalandpupo.shop at info@petalandpupo.shop: I hereby give notice that I withdraw from my contract for the purchase of the goods identified in this email. I have included my full name, order number, order date, delivery date, the products concerned, and my current contact details.
A customer may also send any other clear statement that communicates the decision to withdraw from the contract.
4. Returning Products After Withdrawal
After notifying petalandpupo.shop of the withdrawal, the customer must return the products without undue delay and no later than 14 days after communicating the withdrawal.
Customers must contact us before sending a return. We will provide the applicable return instructions and return destination.
Products must not be returned to the address printed on the shipping package unless petalandpupo.shop has expressly confirmed in writing that the address is an authorized return destination.
Sending a product to an unauthorized address may delay or prevent the processing of the return.
5. Return Shipping Costs
Unless the product is defective, damaged, incorrect, or otherwise non-conforming, the customer is responsible for the direct cost of returning the product.
Original outbound standard shipping is free, so there is normally no separately paid standard delivery charge to reimburse.
When a product is confirmed as defective, damaged, incorrect, or materially different from its description, petalandpupo.shop will provide an appropriate remedy and will cover reasonable authorized return costs where required by law.
Customers must not purchase unusually expensive return shipping services without our prior written authorization.
6. Condition of Returned Products
Customers may inspect products in the same manner that would reasonably be permitted in a physical retail store.
Returned products should, where reasonably possible, be:
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Unworn other than for a reasonable fitting
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Unwashed
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Unaltered
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Free from stains, odors, cosmetics, deodorant, perfume, or pet hair
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Returned with original tags and labels
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Returned with included accessories
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Packed securely to prevent damage during transit
The absence of original packaging does not automatically eliminate a statutory withdrawal right. However, customers may be responsible for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
7. Diminished Value
petalandpupo.shop may deduct an amount reflecting diminished value when a product has been handled beyond what is reasonably necessary to inspect it.
Examples may include:
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Wearing an item for an extended period
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Washing or altering the item
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Removing hygiene seals where a lawful hygiene exception applies
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Staining or damaging the item
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Returning an item with strong odors
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Removing or damaging essential tags
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Returning only part of a set
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Failing to return included accessories
Any deduction will be reasonable and based on the actual reduction in the product’s value.
8. Exceptions to the Right of Withdrawal
The statutory right of withdrawal may not apply to certain goods where an exclusion is permitted by law, including:
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Goods made to the customer’s specifications
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Clearly personalized goods
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Sealed goods that are not suitable for return for health-protection or hygiene reasons when the seal has been removed after delivery
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Goods that, because of their nature, have been inseparably mixed with other items after delivery
Ordinary clothing is not automatically excluded merely because it has been tried on. Any hygiene-related exception will only be applied where the legal requirements for that exception are satisfied.
Sale or promotional products remain subject to mandatory withdrawal and warranty rights unless a lawful exception applies.
9. Refunds Following Withdrawal
When a customer validly withdraws from the contract, petalandpupo.shop will reimburse payments received for the cancelled products.
The refund will be made without undue delay and no later than 14 days after the date on which we receive notice of the withdrawal.
We may withhold the refund until:
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We receive the returned products; or
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The customer provides reliable evidence that the products have been returned,
whichever occurs first.
Refunds will normally be issued using the same payment method used for the original transaction unless the customer expressly agrees to another method.
The customer will not be charged a refund-processing fee by petalandpupo.shop.
The time required for the refunded amount to appear in the customer’s account may depend on the bank, card issuer, payment provider, or financial institution.
10. Damaged, Defective, or Incorrect Products
Customers should inspect their order promptly after delivery.
A customer who receives a product that is damaged, defective, incorrect, or materially different from the product ordered should contact:
The message should include:
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Order number
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Description of the problem
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Name of the affected product
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Clear photographs of the product
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Photograph of the shipping package
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Photograph of the shipping label where relevant
Customers should contact us as soon as reasonably possible after discovering the issue. This request does not reduce any statutory warranty period or other mandatory legal right.
Depending on the circumstances and applicable law, the available remedy may include:
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Repair
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Replacement
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Price reduction
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Cancellation of the affected purchase
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Full or partial refund
We may ask the customer to return the affected product or provide additional evidence reasonably necessary to evaluate the claim.
11. Incorrect Size or Change of Mind
Selecting the wrong size or changing one’s mind does not generally make a product defective.
An eligible customer may nevertheless exercise the statutory right of withdrawal within the applicable period.
Customers are encouraged to review the available size information before ordering. Measurements may vary slightly between styles and production batches.
12. Exchanges
We do not guarantee direct exchanges because stock availability may change.
A customer who wants another size, color, or product should contact us. Where a direct exchange is unavailable, the customer may return the eligible product in accordance with this policy and place a new order.
A replacement order may be subject to the product price and availability applicable at the time the new order is placed.
13. Refused and Unclaimed Deliveries
Refusing delivery or failing to collect a package does not necessarily constitute a valid exercise of the statutory right of withdrawal.
Customers who wish to withdraw should send a clear withdrawal statement to info@petalandpupo.shop.
If an order is returned because the customer:
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Provided an incorrect or incomplete address
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Failed to collect the package
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Refused delivery without communicating a valid withdrawal
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Failed to pay a charge clearly disclosed before purchase
we may deduct reasonable costs actually incurred, where permitted by law.
14. Return Shipment Responsibility
Customers should use a traceable return service and retain proof of postage.
The customer remains responsible for packaging the return appropriately. Products damaged because of inadequate return packaging may be subject to a reasonable deduction where legally permitted.
The risk of accidental loss during a return made following a valid statutory withdrawal is allocated in accordance with mandatory law.
15. Missing Refunds
If a refund confirmation has been issued but the amount is not visible, the customer should:
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Check the original payment account.
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Contact the bank, card issuer, or payment provider.
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Allow the provider’s normal processing time.
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Contact info@petalandpupo.shop if the refund still cannot be located.
16. Chargebacks and Payment Disputes
Customers are encouraged to contact us before initiating a chargeback so that we can attempt to resolve the matter.
This does not prevent a customer from exercising any lawful right to dispute an unauthorized or incorrectly processed payment.
Submitting false, misleading, or duplicate claims may result in the evidence relating to the transaction being provided to the applicable payment provider.
17. Statutory Warranty Rights
The statutory withdrawal right is separate from legal rights relating to defective or non-conforming goods.
Products must conform to the purchase contract and applicable legal requirements. Nothing in this policy excludes or restricts mandatory warranty, conformity, repair, replacement, price-reduction, damages, or termination rights.
18. Contact
Questions about cancellations, returns, exchanges, defective products, or refunds should be sent to:
petalandpupo.shop
Email: info@petalandpupo.shop
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