Refund policy

Last updated: September 8, 2025

We love our customers and want you to love your purchases without the stress of being stuck with an item you don't like. We understand the difficulties of shopping online and will ensure to provide top notch service so you will always be happy shopping with us!

Return Policy

Petensia will accept, for return or exchange, items that are purchased off our website within 30 days of the purchase under the following conditions:

  • There is no visible signs of damage
  • All original packaging is intact
  • Any sign of damage will compromise the Petensia guarantee 

Item(s) cannot be returned or exchanged after 30 days of purchase.

Several types of goods are exempt from being returned. We also do not accept products that are intimate (under-garments) or sanitary goods, hazardous materials, or flammable liquids or gases.

For consumable products such as supplements, once the item has been opened or used, it is no longer eligible for return or exchange.

To complete your return, we may require a receipt or proof of purchase (order confirmation email) with your order number.

For all returns or exchanges please contact contact@petensia.com and provide them with your order number and reason for return or exchange. They will handle your request based on the rules stated in this page.

Refunds for Orders Containing Free Gifts

When an order includes free items provided as a gift (for example: “Buy X, Get Y Free”), the free items cannot be kept while returning only the paid items for a full refund.
In these cases, the total order value is divided proportionally across all items — including the free gifts — and the refund is calculated based on the value of the items actually returned.

Exchanges (if applicable)

For all returns of exchanges please contact contact@petensia.com and provide them with your order number and reason for return or exchange. They will handle your request based on the rules stated in this page.

Return Shipping (if applicable)

You will be responsible for paying for your own shipping costs for returning your item.

If you are shipping an item over $75, please consider using a track-able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item as well as the approval or rejection status of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.

If you cancel your order or return it for a refund, the transaction fee charged by our payment provider will be deducted from the refund amount.

Late or Missing Refunds (if applicable)

There is often some processing time between financial institutions before a refund is posted (between 2-3 days is normal). If you still have not received your refund after this time-frame, please send us an email at contact@petensia.com and allow us the opportunity to investigate the matter further. 

Gifts

Follow instructions above for returning online orders. 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 digital gift certificate will be emailed to you. 

Damaged Items

If you receive a damaged or defective item, please submit a request to our email team contact@petensia.com

If you do not report the damage to us within this 48 hour period, we may not be able to honor your claim. We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests. 

Limitation on Non-Damaged Item Returns

To maintain the integrity of our returns process and ensure fairness for all customers, we have implemented a policy regarding multiple returns for non-damaged items. Customers are allowed to initiate a return for items that are not damaged or defective on a limited basis. Specifically, customers may not initiate returns for non-damaged items more than once across separate orders. This policy is designed to prevent the abuse of our returns system and help us continue providing high-quality products and services to our valued customers.

Unsuccessful Delivery Attempts
Refunds will not be issued in cases where the delivery carrier confirms that an attempt was made to deliver the package to the address provided at checkout, but the delivery was unsuccessful due to recipient unavailability or incorrect address details supplied by the customer. Customers are responsible for ensuring the accuracy of their shipping information and making arrangements to receive their package during the delivery timeframe.

Feedback

We would love to hear your feedback, questions, or any concerns. Please feel free to email us at contact@petensia.com to let us know how we are doing. We take your feedback very seriously and are always striving to improve.