Return & Refund Policy

At Petai Life, we handle all return and refund requests on a case-by-case basis with the goal of ensuring a fair and satisfactory shopping experience for every customer. We stand behind the quality of our products and will review each request reasonably and carefully.

1. Return Eligibility

No Quality Issues

If there is no quality issue with the product:

Unused and unopened items may be returned within 15 days of delivery for a refund.
Used, opened, or damaged items caused by the customer are not eligible for a refund.
The return shipping cost is the responsibility of the buyer.

Quality Issues

If the item you received is damaged, defective, or incorrect, please contact us within 7 days of receiving your order.

To help us process your request, please provide:

Your order number
Clear photos or videos showing the problem

Once the issue is verified, we will offer an appropriate solution, which may include:

A full refund
A replacement
Or another reasonable resolution depending on the situation

2. Non-Returnable Items

For hygiene and safety reasons, certain items may not be eligible for return once opened or used.

We do not accept returns for:

Used products
Opened products that cannot be resold
Items damaged due to misuse, improper handling, or personal reasons unrelated to product quality

3. Exchanges

We currently do not offer direct exchanges.

If you receive a damaged, defective, or incorrect item, we may provide:

A replacement item, or
A refund, depending on the specific case

4. Order Cancellation

Orders may only be canceled before they are processed or shipped.

Once an order has been processed or shipped, it can no longer be canceled.

Please review your order carefully before completing your purchase, as we are unable to cancel orders placed with incorrect product selections, quantities, or shipping information after processing begins.

5. Customs Taxes & Duties

Customers are fully responsible for any customs-related charges, including but not limited to:

Customs taxes
Import duties
VAT
Administrative or clearance fees

Because customs regulations vary by country, we recommend contacting your local customs office before placing an order to avoid unexpected charges or delays.

6. Customs Refusal

We are not responsible for packages refused by customs for any reason, including but not limited to:

Refusal to pay customs duties or taxes
Restricted or prohibited items
Import issues caused by local customs regulations

If a refused package is returned to us, we will not reship it unless the customer pays the shipping cost again.

Refunds or replacements will not be provided for customs-related delivery failures.

7. Lost Packages

If your package is lost or mishandled during transit, please first contact the shipping carrier using your tracking number.

In many cases, the carrier may be able to:

Locate the package
Confirm delivery details
Provide documentation regarding misdelivery or loss

Once you receive confirmation from the carrier, please contact our support team. We will review the case and, where appropriate, arrange a replacement or another suitable solution.

8. Refund Processing

Once your return or refund request is approved and, if required, the returned item is received and inspected, your refund will be processed to the original payment method.

Please note that refund processing times may vary depending on your payment provider or bank.

Shipping fees are generally non-refundable, unless the refund is due to our error, such as sending the wrong item or a defective product.