Pettiva – Returns & Warranty Policy

We guarantee your peace of mind – simple, straightforward, and hassle-free.

1. Returns Policy

1.1. Dissatisfaction with the Product

Within 7 calendar days from the date of receipt, you may request either:

• A full refund, or

• A replacement product,
  provided the original item is returned.

1.2. Product Faults or Defects

Within 30 calendar days from the date of receipt, you may request a replacement in case of defects such as:

• Cracked glass or screen,

• Visible scratches,

• Missing parts.

⚠️ To qualify, you must contact us within 24 hours of delivery, including clear photos or videos of the received parcel and product.
If contact is made after 24 hours, we will assume the damage was caused by misuse.

For assistance, please contact us at support@pettiva.co.uk or via WhatsApp. Our team will guide you through the process.

1.3. Return Costs

Return shipping via Royal Mail’s standard service (economy) is the customer’s responsibility.
Once the item is returned, Pettiva will issue a discount voucher equal to the shipping cost (based on the economy rate, regardless of whether you used an express service).
This voucher can be applied to a future purchase of equal or greater value than the returned product.

2. Returns Due to Dissatisfaction

• The product must be in unused condition.

• It must be returned in the original packaging (including Royal Mail label).

Once we receive your parcel, our team will record and verify the return process on video.
After approval, you may choose to:

• Exchange for another item available in our stock, or

• Receive a full refund (for requests made within 7 days of receipt).

3. Warranty

All Pettiva products include a 7-day warranty.

To activate the warranty, the customer must provide:

• A video (up to 1 minute) clearly showing the defect, including the parcel with the original Royal Mail label, or

• Photos showing the defect and the original parcel.

If neither video nor photos can be provided, the product must be returned to our UK address in Surrey, England for analysis.
The customer is responsible for postage costs, but will receive a voucher equal to the economy postage rate (as per section 1.3).

⚠️ Pettiva does not provide technical assistance or have authorised service partners.

4. Important Notes

Our warranty does not cover cosmetic damage occurring after purchase.

4.1. Warranty Exclusions

The warranty will not cover:

• Liquid damage in non-water-resistant products,

• Immersion beyond recommended depth/time limits,

• Damage caused by attempts to repair or modify the product,

• Improper use of accessories,

• Normal wear and tear,

• Resistance tests performed by the customer (e.g., water resistance testing).

 At Pettiva, we are committed to providing a premium and trustworthy shopping experience.
For further assistance, our support team is always available.