Refund policy
Refund Policy
Refund Policy
At Petilú, every personalized piece is made especially for your little one. Because of the custom nature of our products, we kindly ask that you review your order carefully before placing it.
Personalized Products
All personalized items are final sale and cannot be returned, exchanged, or refunded.
This includes products customized with:
- Baby's name
- Monograms
- Initials
- Custom embroidery
- Special requests
Please double-check spelling, thread color, font selection, and personalization details before completing your purchase. Petilú is not responsible for customer-entered errors after an order has been submitted.
Dresses & Accessories
All dresses, accessories, bibs, blankets, and other non-custom items are also final sale.
We do not accept returns or exchanges unless an item arrives damaged or we made an error with your order.
If We Made a Mistake
Your happiness means everything to us.
If you receive:
- the wrong item,
- incorrect personalization due to our error,
- or a product that arrives damaged,
please contact us within 5 days of delivery at hello@petilu.com (replace with your email) and include:
- Your order number
- Photos of the item
- A brief description of the issue
If the issue is confirmed to be our responsibility, we'll gladly replace the item or provide another appropriate solution at no additional cost.
Damaged During Shipping
If your package arrives visibly damaged, please take photos of:
- the shipping box,
- the packaging,
- and the item itself,
before using the product and contact us as soon as possible.
Order Changes
Because personalized orders begin processing quickly, we cannot guarantee changes or cancellations after an order has been placed.
If you notice a mistake immediately after ordering, contact us right away and we'll do our best to help before production begins.
Questions?
We're always happy to help.