Return & Refund Policy

Last Updated: December 2025

Our Heritage of Integrity and Customer Commitment

Since our founding on June 10, 2020, Petyoful has stood for more than just exceptional, handcrafted leather goods. We have built our reputation on a foundation of integrity, transparency, and unwavering commitment to our customers. We understand that purchasing a handcrafted item online requires trust, and we honor that trust with a fair, clear, and supportive return and refund policy.

Operating from our central workshop and fulfillment center in Room 1503, Xinjing Mansion, Guangzhou, we oversee every stage of your product's journey. This policy reflects our belief that your complete satisfaction is the final, and most important, part of our craft.

Our 30-Day Return Promise

We confidently stand behind the quality of our craftsmanship. To ensure you are delighted with your purchase, we offer a 30-day return window from the date of delivery.

What Can Be Returned:

  • Defective Items: Any product with a verified material or workmanship flaw.
  • Damaged in Transit: Items that arrived damaged due to shipping.
  • Non-Defective Items: Items you wish to return for any reason, provided they meet the conditions below.

Conditions for All Returns:
To qualify for a return, your item must be:

  • Returned within 30 calendar days of the original delivery date.
  • In new, unused, and original condition.
  • Accompanied by all original packaging, tags, and protective materials.
  • Pre-authorized by our Support Team. Unauthorized returns sent to our warehouse cannot be processed.

How to Initiate a Return or Exchange

Step 1: Contact Our Support Team
Before mailing anything back, you must initiate a return request and receive a Return Merchandise Authorization (RMA) number.

  • Email: support@petyoful.com (Recommended for detailed requests)
  • Phone: +86 20 8627 0369
  • Live Chat: Via the chat app on www.petyoful.com.
  • Please have your order number ready.

Step 2: Await Approval and Instructions
Our team will guide you through the process, provide the RMA number, and the correct return address for our Guangzhou facility.

Step 3: Securely Package and Ship
Once approved, securely package the item in its original packaging and mail it to the provided address using a trackable shipping service. You must include the RMA number clearly on the outside of the package. We cannot be responsible for lost return shipments without a tracking number.

Return Shipping and Associated Costs

Who pays for return shipping depends on the reason for the return:

  • Customer-Paid Returns: For non-defective returns (change of mind, incorrect size), the customer is responsible for the cost of return shipping to our warehouse in China. We recommend using a trackable and insured service.
  • Petyoful-Paid Returns: If the return is due to our error, a verified product defect, or damage that occurred during transit to you, we will fully cover the cost of return shipping. Our support team will provide you with a prepaid return label in these instances.

Please Note: Original shipping costs are non-refundable for non-defective returns. Any customs duties or import taxes paid on the original shipment are not refundable.

Refund Processing

Timeline: Once your return is received and inspected at our Guangzhou warehouse, we will send you an email notification. Please allow up to 5 business days from the date of this email for your refund to be processed.

Method: Refunds will be issued to the original payment method used at the time of purchase. For example, if you paid via PayPal, the refund will be sent back to your PayPal account.

Restocking Fees: We do not charge any restocking or handling fees for returns that meet our policy conditions.

Exchange Policy

We are happy to facilitate exchanges for items of equal value, subject to product availability. To request an exchange:

  1. Follow the standard return process above to return the original item.
  2. Clearly state in your return request that you wish for an exchange and specify the desired product.
  3. Once the return is received and approved, we will process the shipment of your new item. Any price difference will be charged or refunded accordingly.

Non-Returnable Items

For health, safety, and hygiene reasons, we cannot accept returns on personalized or monogrammed items unless they arrive defective or damaged. This policy is to protect all our customers.

International Returns to China

Please be aware that you are shipping a return package internationally to China. You are responsible for:

  • Accurately completing any customs forms, declaring the item as a "Returned Good" with a low value.
  • Ensuring the package is properly sealed and addressed.
  • Paying any postage or fees required by your local postal or carrier service to dispatch the package.

Contact Us

For any questions regarding this policy or to initiate a return, please contact our dedicated customer support team.

Petyoful Customer Support

  • Email: support@petyoful.com
  • Phone: +86 20 8627 0369
  • Warehouse Address: Room 1503, Xinjing Mansion, Baiyun District, Guangzhou, Guangdong Province, China, 510403

Customer Support Hours (Central Standard Time - Chicago):

  • Monday – Friday: 9:00 AM – 5:00 PM CST
  • Saturday: 10:00 AM – 2:00 PM CST
  • Sunday: Closed

We are committed to providing timely, helpful, and respectful assistance to ensure a resolution that honors your trust in Petyoful.