Exchange & Return Policy

** All items purchased during our Bi Annual Sale are FINAL SALE **

Please request a return/exchange here

All marked down and sale items, accessories and, for hygienic reasons, intimates including under garments, socks and bodysuits are FINAL SALE

Reasons for NOT approving your return request or exchange request may be due to:

Product issues - velcro marks, stains, cuts, holes, any damage to the item  | dog hair or hair of any kind  |  odor of any kind - including detergent  |  tags are off or retagged in a different location or with a different technique  |  promotional and/or free items were not returned with purchase

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also have the hang tag attached (if applicable) and be sent back in the same packaging. 

To complete your return, we require a receipt or proof of purchase (packing slip that comes inside your package). If you're return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, please allow 8-10 business days to receive the refund.

Shipping: Shipping fees are non-refundable, non-negotiable.

 

DOMESTIC EXCHANGE POLICY (US)
Our policy lasts 18 days from the date of purchase. You have 18 days from the date of the purchase to request an exchange. Must ship back your P'tula items within 7 days from your request being approved. Otherwise we will not be able to accept your exchange. If 18 days have gone by since your purchase, unfortunately we can’t offer you an exchange. Please email support@ptula.com if you have any questions.

All items can be exchanged within 18 days (from date of purchase) as long as inventory permits, and tags are still attached (sale items not included).  Garments will be inspected prior to sending out the exchanged garment. Inventory is not held for exchanges, all exchanges are completed on first come first serve basis.

 All items purchased from the Perfectly Imperfect Collection are final sale!

All bundles are final sale and cannot be returned or exchanged. No exceptions will be made!

INTERNATIONAL EXCHANGE POLICY
We apologize, at this time, we are not able to accept International exchanges. Returns are accepted but shipping cost back to us is the responsibility of the customer. 

HOW DO I REQUEST AN EXCHANGE OR A REFUND?
1) Go to our Returns & Exchanges tab and fill out our form to start your return/exchange process: https://ptula-active.loopreturns.com/#/

2) Please add any feedback in the comments section to better help us understand your return or exchange

3) Ship back your Ptula items within 7 days from your request. Otherwise we will not be able to accept your return or exchange. 

P'tula
2227 Westbrooke Dr Columbus, OH 43228

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@ptula.com.

PRODUCT ISSUES
If the product is defective or damaged we will be happy to provide a prepaid return shipping label for you. Please email us at support@ptula.com and provide us with photos and proof of the damage or defect. Once we've received the damaged, garments will be subject to inspection and we will send out the replacement item the same day.

GOT THE WRONG ITEM?
We are so sorry you received the incorrect item. That is on us! Please send us an email at support@ptula.com so we can send you a prepaid return label and get your correct items out ASAP. Please note: if the items are worn and/or washed despite the item being incorrect, we cannot offer an exchange for the incorrect shipped product.

International orders - we are unable to send a prepaid shipping label so please email us at support@ptula.com to discuss options. 

 

FAQ FOR RETURNS + EXCHANGES:

Do you provide a free return label? We provide a free return label for a size exchange that needs to be made. If you prefer to return for a refund or gift card, a small fee will be taken from the refunded amount to cover the label fee to ship back to us.

If I'm exchanging an item and also returning another item for a refund, will the FREE exchange label cover the cost of both items? Here's the simple answer: 

   EXCHANGE ONLY = FREE LABEL   |   EXCHANGE + GIFTCARD (INSTEAD OF REFUND) = LABEL FEE   |   EXCHANGE + REFUND = LABEL FEE 

Why can't I request an exchange when the item is available on the website? There is a threshold in our system. If inventory is below the threshold, you will not be able to submit the exchange as the item will not be available by the time the return package is received. 

I sent in my exchange - when will the new size be shipped out? The exchange will be shipped out once the return package is received and inspected by our distribution team. Typically it takes 2-3 business days for exchanges to be processed.

When will I receive my refund? Once the item is received and inspected by our distribution team, they'll process the return in 2-3 business days and it should take your bank 3-5 additional business days to finalize the refund.

How long do I have to request a return? You have 18 days from the day you place your order to request a return/exchange. We feel this provides you enough time to try the item on and get a feel if it is a great fit for you. 

Is there a restocking fee? No, the amount deducted from your order is the cost of the shipping label provided to you. This cost is calculated based on the weight and size of the item that you are returning.

Can I request a gift card rather than a refund? Yes, if you would like to return for a gift card you can! The shipping label fee will be less if requesting a gift card over a refund.

Do you allow international returns? At this time, we do not offer returns on international orders. However, we are more than happy to help you with sizing or recommend items based on your preferences!

What items are non returnable? All sale items, accessories, bodysuits, and intimates (due to hygiene reasons) are not returnable.

Can I use my own label instead of the one that would be provided? Although we highly recommend using our portal, you are able to use your own label. Please do NOT go through the returns portal if you plan to use your own label. Send the return package back to us with your packing slip included. Make note on the packing slip if you would like to return for a refund or exchange. If you would like to exchange, please make note of the size you would like in exchange.