Thank you for shopping with PettyHouse. We want you to be satisfied with your purchase. If an eligible product does not meet your expectations, we are here to help.
This Refund & Return Policy explains the conditions, process, and requirements for returning products, requesting refunds, reporting damaged or incorrect items, and cancelling eligible orders purchased through pettyhouse.net.
Last Updated: August 5, 2026
1. Return Eligibility
We accept eligible voluntary return requests within 30 days after the delivery date.
The return request must be submitted to charleshu@pettyhouse.net before the 30-day period expires. Return authorization is required before a product is sent back.
To be eligible for a voluntary return:
- The item must be unused, clean, undamaged, and unaltered;
- The item must be complete and include all components, accessories, labels, and documentation supplied with it;
- The item must be securely packaged for return transportation;
- The original packaging should be used where reasonably possible, especially where it is necessary to protect the product during transportation;
- You must provide valid proof of purchase or your order number;
- The return must follow the instructions and destination provided by our customer service team.
Subject to applicable law, we may reduce or refuse a voluntary refund if a product has been handled beyond what is reasonably necessary to inspect its nature, characteristics, dimensions, and appearance.
European Union, EEA, and UK Cancellation Rights
Customers in the European Union, European Economic Area, or United Kingdom may have statutory cancellation rights for eligible online purchases.
Where these rights apply, the customer may notify us of the decision to cancel within the legally applicable period after receiving the goods and must return the goods within the applicable legal period.
Unless otherwise required by law or agreed by PettyHouse, the customer is responsible for direct return shipping costs for a change-of-mind cancellation.
Where legally permitted, PettyHouse may withhold reimbursement until the returned goods are received or the customer provides sufficient evidence that the goods were sent back.
This section operates in addition to our voluntary 30-day return period and does not reduce any mandatory local consumer rights.
2. Non-Returnable Items
The following items are generally not eligible for a voluntary return or refund:
- Products marked as final sale;
- Customized, personalized, or made-to-order products;
- Gift cards;
- Downloadable digital products, if offered;
- Products that have been used, damaged, washed, modified, or altered after delivery;
- Products with missing material components, accessories, or documentation;
- Products returned without prior authorization;
- Products returned after the applicable return period.
Customized or personalized products cannot normally be returned because of a change of mind, personal preference, incorrect information supplied by the customer, or a customer-approved design choice.
If a customized product is materially defective or does not match the confirmed specifications, please contact us for review.
A final-sale or non-returnable designation does not remove mandatory consumer rights relating to products that are defective, materially misdescribed, or incorrectly supplied.
3. Return Process
To request a return, please follow these steps:
Step 1: Contact Us
Send an email to:
Please include:
- Order number;
- Customer name;
- Product name;
- Quantity being returned;
- Reason for return;
- Clear photos or videos if the product is damaged, defective, incomplete, or incorrect;
- Photos of the packaging and shipping label where relevant.
Step 2: Receive Return Approval
Our customer service team will review your request and provide return instructions if the request is approved.
The return instructions may include:
- Return authorization;
- Return destination;
- Packaging requirements;
- Shipping requirements;
- Any other information required to process the return.
Please do not send products back before receiving return authorization.
Do not send a product to an address shown on a parcel, invoice, or website unless our support team confirms that it is the correct return address.
Unauthorized returns may be delayed, refused, or returned to the sender where permitted by law.
Step 3: Ship the Product Back
For an eligible change-of-mind return, the customer is generally responsible for:
- Return shipping costs;
- Appropriate and protective return packaging;
- The product until it reaches the approved return destination.
PettyHouse will be responsible for a reasonable return, replacement, or other remedy where we confirm that:
- The product arrived materially damaged;
- The wrong product was shipped;
- The product has a confirmed manufacturing defect;
- A material component identified as included was missing;
- PettyHouse otherwise caused the return.
Depending on the destination and circumstances, we may provide a prepaid return label, arrange collection, or offer another reasonable solution.
When arranging return shipping yourself, please use a reliable and trackable shipping service.
PettyHouse is not responsible for a customer-arranged return that is lost or damaged before receipt.
4. Refund Policy
Return Inspection
Once we receive your returned product, we will inspect it and assess:
- Product condition;
- Missing components;
- Signs of use;
- Damage or alteration;
- Return packaging;
- Compliance with the approved return instructions.
We will notify you whether the refund has been approved, reduced, or refused.
Refund Method and Timing
If approved:
- The refund will normally be issued to the original payment method;
- We do not ordinarily issue refunds to a different card, bank account, person, cash account, or unrelated payment account;
- Payment-provider processing commonly takes approximately 5-10 business days after we submit the refund;
- Your bank or payment provider may require additional time to make the funds available.
Refund Amount
For an approved voluntary return, the refund will normally include the amount paid for the returned product and any refundable taxes.
The following amounts are generally non-refundable unless the return resulted from our error or applicable law requires otherwise:
- Original shipping charges;
- Express shipping upgrades;
- Customs duties and import taxes;
- Return shipping fees;
- Non-refundable carrier charges.
Failed Delivery and Returned Parcels
If an order is returned because of an incorrect customer-provided address, refusal of delivery, failure to collect the parcel, recipient unavailability, or unpaid import charges, any refund may be reduced by original shipping charges, return shipping charges, customs charges, and non-refundable carrier fees where permitted by applicable law.
Promotional Gifts, Bundles, and Sets
If a returned order qualified for a free promotional gift, the promotional gift must also be returned unless we confirm otherwise. Where permitted by law, the stated or reasonable retail value of an unreturned gift may be deducted from the refund.
Products sold as a set or bundle should normally be returned as a complete set. If only part of a bundle is returned, the refund may be recalculated using the ordinary non-bundle price of the products retained, where this was clearly disclosed and is permitted by law.
5. Damaged, Defective, Incorrect, or Incomplete Products
If your order arrives materially damaged, defective, incomplete, or different from the item ordered, please contact us within 7 days after delivery, where reasonably possible.
Please provide:
- Order number;
- A clear description of the issue;
- Clear photos or video showing the issue;
- Photos of the outer and internal packaging;
- A photo of the shipping label where relevant.
Do not dispose of the product or packaging before receiving instructions.
After review, we may offer:
- Replacement parts;
- A replacement product;
- A partial refund;
- A full refund;
- Another appropriate remedy.
The 7-day notification request helps us investigate transportation and fulfillment issues. It does not eliminate statutory rights that cannot legally be limited.
Missing Components
If a component identified as included in the product description is missing, please contact us within 7 days after delivery, where reasonably possible.
Where the issue is confirmed, we may send the missing component, replace the product, provide a partial refund, or offer another reasonable resolution.
Normal Product Characteristics
The following are not automatically considered defects:
- Minor color differences caused by screens, photography, or lighting;
- Reasonable manual measurement variations;
- Slight differences in leaf direction, position, or arrangement;
- Minor variations in hand-finished products;
- Flexible stems requiring adjustment after unpacking;
- Leaves compressed during transportation that can be reasonably reshaped;
- Minor planter texture, surface, or glaze variations;
- Differences between the apparent scale in lifestyle images and the product dimensions stated on the product page.
Each claim will be reviewed based on the written product description, the evidence provided, the material effect of the issue, and applicable consumer law.
6. Exchanges
PettyHouse does not guarantee direct exchanges.
Where an exchange is approved, availability depends on current inventory.
Replacement of a damaged, defective, incomplete, or incorrect product is handled separately from a voluntary exchange.
In many cases, the simplest process will be:
- Return the original product under this Policy;
- Place a new order for the preferred product.
If you need a different size, color, product variation, or design, please contact our support team before sending the original product back.
7. Late or Missing Refunds
If you have not received an approved refund after the stated processing period:
- Check your bank account or payment account again;
- Contact your card issuer, bank, or payment provider, as posting delays may apply;
- Contact us at charleshu@pettyhouse.net with your order number and refund details.
We will assist you in checking the available refund status and transaction information.
8. Order Cancellation
Customers may request cancellation before dispatch by contacting charleshu@pettyhouse.net as soon as possible.
Requests submitted within 24 hours after purchase are more likely to be completed, but cancellation is not guaranteed.
We may be unable to cancel an order after:
- Payment verification;
- Warehouse processing;
- Packing;
- Customization or production;
- Dispatch.
If the order has already shipped, the customer may request a return after delivery, subject to this Policy.
9. Return Abuse Prevention
We may investigate, reduce, or refuse a return or refund claim where there is reasonable evidence of:
- Return fraud;
- False damage, defect, or missing-item claims;
- Product substitution;
- Intentional damage after delivery;
- Repeated abuse of promotions or return privileges;
- Excessive unauthorized returns;
- Materially inconsistent or misleading evidence.
This provision will be applied reasonably and does not remove legitimate consumer rights or remedies that cannot legally be excluded.
10. Contact Us
If you have questions regarding cancellations, returns, replacements, exchanges, or refunds, please contact:
Email:
charleshu@pettyhouse.net
Business Name:
PettyHouse
Website:
pettyhouse.net
Nothing in this Refund & Return Policy excludes or limits any consumer right or remedy that cannot legally be excluded or limited.