Refund policy

At Petthrough, we want you and your furry companion to be completely happy with your purchase! Because our items are individually crafted, please review our return guidelines below.

1. STANDARD & NON-CUSTOM ITEMS 🔄

• Eligibility: Standard, non-customized items can be returned within 14 days of delivery.
• Condition: Items must be unworn, unwashed, free of pet hair, and in their original condition with all tags attached.
• Return Shipping: Customers are responsible for return shipping costs unless the item arrived damaged or defective.

2. CUSTOM-TAILORED ORDERS ✂️🧵

• Because our custom-tailored dog apparel is meticulously hand-knitted to match the exact measurements you provide, custom-made items cannot be returned or exchanged for a change of mind or incorrect measurements submitted at checkout. 
• Please ensure you carefully measure your dog (chest girth, back length, and neck size) before placing your custom order. If you need assistance with sizing, our team is always happy to help!

3. DAMAGED OR DEFECTIVE ITEMS ⚠️

• If your item arrives damaged, defective, or incorrect, please notify us immediately at support@petthrough.store with photos of the issue. We will gladly arrange a replacement or issue a full refund.

4. REFUNDS 💳

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed back to your original method of payment within several business days.

5. CONTACT US 💌

If you have any questions regarding returns or need help with your order, reach out to us anytime:

• Store Name: Petthrough
• Website: https://petthrough.store
• Store Owner: Florian Aigner
• Address: Samerstraße 18, 83620 Feldkirchen-Westerham-Feldolling, Germany (DE)
• Phone: +49 1722439685
• Customer Support Email: support@petthrough.store