RETURNS & EXCHANGES
We pride ourselves on high-quality items designed for you and your dog to love. If you are not happy with your product, you can return or exchange the item within 30 days of your purchase, and we will happily repair, replace or refund you, subject to the below:
- The item is undamaged and unused, in original packaging with original labels and stickers still attached;
- The item is not missing any parts or accessories;
- It is not listed in items that are exempt from being returned;
- You contact us within 30 days of delivery to you/ collection, informing us of a return or exchange on that item;
- The item was purchased directly from petitefrench.com. We cannot offer returns or exchanges from items purchased from any other retailers, please contact that retailer directly for further assistance.
Some goods are exempt from being returned for exchanges or refunds:
- Perishable goods such as dog treats;
- Dog tags that have been custom engraved;
- Gift cards;
- Items sold on sale may not be returned, but may be exchanged.
Please contact us to log a return/exchange.
◖°ᴥ°◗ Note: Once your return/exchange is received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund/exchange. If you are approved, then your refund/exchange will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 8 days of receipt of your item; for the same value for which you paid for the item. If the item is being exchanged, we will notify you that your item is shipped.
◖°ᴥ°◗ Petite French & Co. does not offer free returns. The customer is responsible for any additional shipping charges that will be incurred in the return/exchange process. Petite French & Co. is not liable for any shipping cost in the return/exchange process.
*Refunds can take 4-10 days to reflect in your account. We are entitled to refuse a return if the unwanted items are damaged, not in re-saleable condition or do not meet the above criteria.
◖°ᴥ°◗ Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over R500, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
*We cannot accept returns sent via the Post Office.
Items can be exchanged within 30 days of delivery, for different sizes provided that the size option is available, and available at the same price as was originally purchased for.
All shipping costs (return and delivery) for exchanges are the responsibility of the customer. Petite French & Co. is not liable for any shipping cost in the exchange process.
We can assist in booking a return with our courier.
*please note the courier is liable to refuse a collection should the item not be correctly packaged for shipping.
If an item is not available for an exchange we will refund you with the same amount which you purchased the product for, within 8 days of receipt.
Not what you ordered?
If we accidentally sent you the incorrect item, please get in touch. We will collect the item from you at no cost. Once we have inspected the product, we will happily send you the correct item, or refund you if the item is no longer in stock (within 8 days of receipt).
Late or missing refunds?
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at AllEars@petitefrench.com.
Please contact us if your item is damaged on delivery. We will collect the item from you at no cost. Once we have inspected the product, we will happily send you the correct item, or refund you (within 8 days of receipt), if the item is no longer in stock.
Where possible items will be repaired or replaced with the same item in the same size and colour, subject to availability. If it cannot be repaired or replaced, a full refund will be given. Any items that are deemed subject to fair wear and tear will not be accepted as faulty irrespective of the time elapsed since being purchased.
◖°ᴥ°◗ We understand dogs love to chew, but no item is immune to being destroyed by your pup chewing it. We cannot accept chewed items as damaged.
◖°ᴥ°◗ Please note repair times may vary depending on factory production capacity.
Our products are high quality and made with extra care and we do our best not to deliver or produce any defect items, but occasionally we may slip up.
A defect is an imperfection in the manufacturing of your item, one which is less acceptable than the high quality items we are known for.
The following will not be regarded as defects and will not entitle a return:
- faults resulting from normal wear and tear;
- dogs chewing any items;
- damage arising from negligence, user abuse or incorrect usage of the product;
- damage arising from a failure to adequately care for the product;
- damage arising from incorrect washing instructions;
- damage arising from unauthorised alterations to the product; and
- where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
If you have ordered an item from us which seems defective, please contact us within 6 months of delivery of the item.
We will collect the item from you at no cost. Once we have inspected the product, we will happily repair/replace the item, or refund you (within 8 days of receipt), if the item is no longer in stock.
◖°ᴥ°◗ It is important to note that it will be in Petite French & Co.’s discretion to repair or replace the item, or to refund you.
*The item will be repaired if repairing is possible, and only replaced if repairing is not an option on inspection.
* Please note repair times may vary depending on factory production capacity.
Please provide suitable packaging for returning of the item (it does not have to be the original packaging, but suitable packaging to protect the item, and ship the item).
Please return ALL ACCESSORIES that were sold with the defective item when you return it.
Petite French & Co. is under no obligation to provide you with any refund, exchange or credit for any item 6 months after item was delivered.
◖°ᴥ°◗ All shipping costs (return and delivery) for exchanges are the responsibility of the customer. Petite French & Co. is not liable for any shipping cost in the exchange process.
◖°ᴥ°◗ If you return an item without all of the accessories that were sold with it, Petite French & Co. is entitled (subject to the applicable law) to refuse the return, only to replace the item that was returned, or to estimate the value of the missing accessory and only refund or credit in respect to the returned item.
◖°ᴥ°◗ If you return an item that does not meet the above terms and conditions, you will be liable to reimburse Petite French & Co. for the shipping amounts incurred for the cost of collecting the item from you.
◖°ᴥ°◗ Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
◖°ᴥ°◗ You will be responsible for paying for your own shipping costs for returning/exchanging your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.