Refund policy

At peetama, we always prioritize product quality and shopper satisfaction to deliver a premium online shopping experience. Should you have any dissatisfaction with your purchased items, you may initiate a refund application in accordance with the official regulations stated below.

1. Return & Refund Qualification Standards

We provide a 90-day free return window counting from the date you receive your order. All eligible return scenarios are specified as follows:
  • Product quality problems: Items that arrive damaged, flawed, or with missing parts and accessories.
  • Description inconsistency: Products that differ substantially from the official display and introduction on our website.
  • Order fulfillment errors: Wrong item delivery or missing goods in your confirmed order.
  • Personal voluntary returns: Items must remain unopened, unused, kept in original packaging, and maintain full resalable condition.
Special Exclusion Note: Food products, intimate clothing, and hygiene goods are non-returnable and non-exchangeable, except when there are inherent quality defects.

2. Official Refund Application Process

To apply for a return or refund, please submit your application via our official customer service email: service@peetama.com. Set your email subject in the standard format: “Refund - Order No. #XXX”.
Your application email needs to contain complete supporting information, including: valid order number, contact phone number, detailed return reason, visual evidence such as photos or videos (if applicable), and your original payment account details.
Our team will verify and review your application promptly. Once approved, we will send you detailed return operation guidelines. All valid return applications completed within the 90-day warranty period enjoy free return shipping service.
After we receive and inspect the returned items to confirm compliance with return standards, the refund amount will be returned through your original payment channel.

3. Key Policy Terms & Restrictions

  • All return applications must be initiated within 90 days after order receipt; overdue applications will be assessed separately.
  • Returns due to personal reasons are only acceptable for products with intact original packaging and unused status.
  • Pure subjective dissatisfaction, including but not limited to personal aesthetic discrepancy, minor color difference, or inconsistent personal expectation, is not supported for refund or return.
  • Personal reason returns will be subject to deduction of the original outbound shipping fee.
  • Returns submitted beyond the 90-day period or items that cannot be resold due to damage, dirt or incomplete packaging will be rejected, or a 30% restocking fee will be charged accordingly.

4. Inquiry & Dispute Handling

For any questions, consultation demands or order disputes regarding refund and return services, please contact our support team via the official email address: service@peetama.com. We will process your inquiry in a timely manner. For unresolved matters, both parties may resort to third-party mediation or legal procedures for settlement.