Refund policy

1. Return & Refund Commitment

We are committed to providing you with a satisfying shopping experience. Orders may be cancelled if the buyer submits the cancellation request prior to shipment and within the time window permitted for order cancellation specified on the website.If you are not satisfied with your purchase, you may submit a return or exchange request within 14 days of receiving the item. Requests submitted after the 14‑day period will not be processed. To start a return or exchange, please contact us first via email at petlar@gbtops.com.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.


2. Return & Exchange Conditions

  • Returns without prior authorization will not be accepted.
  • Items must be sent back within 14 days of receipt.
  • Items must be in original packaging with all accessories, parts, and manuals included.
  • Items must be unused, undamaged, and in the same new condition as when received.
  • Returns/exchanges must be shipped via a trackable shipping method.

 

3. Non‑Returnable Items

  • Promotional items, clearance goods, and gift cards are non‑refundable.
  • Customized or personalized products are non‑returnable and non‑refundable.
  • Items damaged or lost due to customer misuse, negligence, or improper installation are non‑returnable.

4. Standard Return Process

Step 1: Submit a Request


Send clear photos or a short video of the item, along with your order number, to petlar@gbtops.com.. We will review your request and confirm eligibility within 2 business days.

Step 2: Ship the Item Back


Once approved, we will send you the return address and detailed shipping instructions. Unauthorized returns will be rejected. A return explanation is required when returning goods after receipt. The return package must include your order number and the reason for return.We recommend using a trackable and signature‑required shipping service; we are not responsible for lost or missing return packages.

Return Address (EU):
Falcon 3R - TPS
8 Zum Kirchborn
61267 Neu-Anspach
Germany
Tel: +49 15770931611

Return Address (UK)
Consignee: HCUK+ H275
Unit 8 Elliott Way
Birmingham
West Midlands
B6 7AP
Tel: 0121 274 4296

Step 3: Inspection & Processing


After we receive and inspect the returned item (within 5–7 business days), we will process an exchange or refund accordingly.

5. Return Fees & Shipping

  • Our fault (wrong item, quality defect, shipping error, etc.): We will cover return shipping and issue a full refund.
  • Your fault (changed mind, ordered wrong size/color, provided incorrect address, etc.): You are responsible for return shipping and any applicable warehousing or handling fees.
  • No restocking fees will be charged to customers.

6. Refund Policy

Once your return is received, inspected, and approved, we will notify you immediately. Refunds will be issued to your original payment method within 5–7 business days.

If you do not receive your refund after this period:

  1. Check your bank or card account again.
  2. Contact your bank or card issuer for processing times.
  3. If still unresolved, email us at petlar@gbtops.com..

Note: Original shipping charges are non‑refundable.

7. Order Cancellation

We will send a confirmation email within 1 business day to verify your delivery address. You may cancel your order and receive a full refund only if the package has not yet shipped. Once shipped, orders cannot be canceled.

8. Damaged or Defective Items

If your item arrives damaged or defective during shipping, or a defect is found during installation, we will send replacement parts free of charge. Damage or loss caused by the customer is not eligible for refund or free replacement.


Contact Email: petlar@gbtops.com.