Refund policy

RETURNS POLICY

Last updated: 10-09-2026

At PETJA, every piece is made from something that cannot be repeated: your animal's paw print. We work hard to make sure everything arrives as it should. If something has not turned out right, write to us and we will sort it out.

PETJA satisfaction guarantee

On top of all the rights the law gives you, you have our word.

When you receive your finished print, if it does not move you when you open it, write to us at hola@petja.es within 14 calendar days of receiving it and tell us what did not work. Usually we will be able to adjust it and remake it at no cost. And if you are still not satisfied, we will refund your order in full. We will just ask you to send the piece and the frame back to us; we cover the cost of that return.

This guarantee is voluntary and adds to your rights as a consumer; it does not replace or limit them. The detailed legal terms below still apply.

1. Business owner

  • Owner: Pilar Alzamora del Camino
  • Tax ID (NIF): 40954639B
  • Address: Av. José Roca Suárez Llanos 39, 1-2 — 08329 Teià (Barcelona), Spain
  • Email: hola@petja.es

2. How your order is made up

Every PETJA order is delivered in two shipments:

  1. The PETJA box — frame, paw print kit and presentation box. Shipped immediately after purchase. It is a standard, non-personalized product.
  2. The personalized print — produced only after you upload your animal's paw print and photo to the Mi PETJA platform. It is a product made to your specifications.

This distinction matters, because each component has a different returns regime.

3. Right of withdrawal

As a consumer, you have the right to withdraw from the purchase within 14 calendar days without having to give a reason, under Article 102 of Spanish Royal Legislative Decree 1/2007 (TRLGDCU).

The period starts on the day you receive the PETJA box.

To exercise it, simply notify us of your decision unequivocally at hola@petja.es, stating your order number.

3.1. The PETJA box

The box is subject to the right of withdrawal in full.

For the refund to be full, it must be returned complete and unused, including the frame, the unopened paw print kit and the presentation box.

If the paw print kit has been opened or used, or if any item shows handling beyond what is necessary to check its nature and function, a deduction proportional to the reduction in the product's value will apply, under Article 108.2 TRLGDCU.

Return shipping costs are borne by the customer.

3.2. The personalized print

The print is made specifically to your specifications and from material you provide. It is therefore excluded from the right of withdrawal under Article 103.c of the TRLGDCU, which exempts from withdrawal goods made to the consumer's specifications or clearly personalized.

This exclusion takes effect the moment you upload the paw print and photo to Mi PETJA, as that is when production of the piece begins.

Before you upload your files, no personalization has started and you can cancel that part of the order at no cost.

This legal exclusion does not in any way affect your rights regarding defective or non-conforming products, nor PETJA's voluntary satisfaction guarantee described at the top of this page.

4. Time to upload your files

You have 90 calendar days from receiving the PETJA box to upload the paw print and photo to Mi PETJA.

We will send reminders at 30 and 60 days.

After 90 days without receiving the files, the order will be considered complete on delivery of the box and the personalized print will not be produced. If you need more time, write to us before the deadline and we will find a solution.

5. Damaged or defective products

If the order arrives damaged or there is an error attributable to PETJA, write to us at hola@petja.es within 14 calendar days of receipt, attaching:

  • Order number
  • Photos of the product and, if possible, the packaging
  • Description of the problem

We will review the case and offer you the repair, replacement or refund that applies, at no cost to you.

This 14-day period refers to damage occurring during transport. Separately from it, you have the 3-year legal guarantee of conformity provided for in Article 120 of the TRLGDCU for any lack of conformity of the product.

If the defect affects the personalized print, we will replace it using the same files you already provided. You do not need to repeat the paw print process.

6. Order cancellation

You can cancel your order at no cost before the PETJA box has left our premises.

Once the box has shipped, cancellation is processed as a withdrawal under section 3 of this policy.

Once your files have been uploaded and production of the print has begun, that part of the order cannot be cancelled.

7. Refunds

Refunds are issued to the same payment method used for the purchase, within a maximum of 14 calendar days from when we receive the returned product or proof of its shipment.

No charge applies for processing the refund.

8. Complaints

If you are not satisfied with how your case is resolved, you can:

  • Request the official complaint form by writing to hola@petja.es
  • Contact the Catalan Consumer Agency (Agència Catalana del Consum) or your local Consumer Information Office
  • Use the Consumer Arbitration System (Sistema Arbitral de Consumo)

9. Contact

hola@petja.es

We reply within a maximum of 48 business hours.