Refund policy

Last updated: 3 November 2026

14 days to change your mind

You can cancel your order within 14 days of receiving it, without giving a reason. The period starts the day you, or someone you named who is not the carrier, takes possession of the goods. If you ordered several items that are delivered separately, the period starts the day you receive the last one.

How to tell us

Email pettopianl@gmail.com with your order number and which items you want to return. You may use the model form at the bottom of this page, but you don't have to — a plain email is enough. You are in time as long as you send your message before the 14 days are up.

How to send it back

  • Within 2 business days of your message we email you a return label with the full return address on it. You don't have to look up an address yourself.
  • Send the item back within 14 days after that. You are in time if you post the parcel within that period.
  • You pay the direct cost of returning the item, unless it arrived damaged, faulty or wrong. Keep your proof of postage.
  • You may unpack and examine the item as you would in a shop. If you go further than that and the item loses value, we may deduct that loss from your refund.

Your refund

You get back everything you paid, including standard delivery costs, within 14 days of us receiving your message. We may wait until we have the item back, or until you have shown that you sent it — whichever comes first. We refund to the same payment method you used, unless you expressly agree otherwise. We charge you nothing for the refund.

Damaged, faulty or wrong item

Email us within 14 days of delivery with your order number and a photo. You get a replacement or a full refund, and you pay no return costs. This is separate from your statutory guarantee.

Workbooks and other downloads

For digital items not supplied on a physical medium — such as our workbooks in PDF — your right to cancel ends as soon as you expressly agree to immediate delivery and confirm that you waive that right. You confirm this at checkout.

Model withdrawal form

Only fill this in and return it if you want to cancel the contract. You can copy it into an email to pettopianl@gmail.com.

  • To: Pettopia, pettopianl@gmail.com
  • I/We (*) hereby give notice that I/we cancel my/our contract of sale of the following goods (*):
  • Ordered on (*) / received on (*):
  • Order number:
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if sent on paper):
  • Date:

(*) Delete as appropriate.