Refund policy

Return & Refund Policy

Ditzy Petunia

This policy applies to all purchases made through the Ditzy Petunia website.

Nothing in this policy affects your statutory rights under applicable consumer protection laws in your country of residence.

1. Your Right to Cancel (UK & European Union Customers)

If your order is delivered within the United Kingdom or the European Union, you have the right to cancel your order within 14 days from the day you receive your goods, for any reason.

To exercise your right to cancel, you must notify us within 14 days of delivery by either:

  • Email: Support@ditzypetunia.co.uk

  • Contacting us via the live chat feature on the Ditzy Petunia website

You then have a further 14 days from the date you notify us to return the item.

If you cancel within this cooling-off period:

  • You will receive a refund of the full item price.

  • We will refund the original standard delivery cost.

  • Refunds will be processed within 14 days of receiving the returned goods or proof of return.

Unless the item is faulty, you are responsible for return shipping costs.

2. Condition of Returned Items

You may inspect goods as you would in a physical retail store.

Items must be returned:

  • In their original condition

  • Unused and not damaged

  • With tags where applicable

Original packaging should be returned where reasonably possible. However, failure to return original packaging will not automatically invalidate your return.

We reserve the right to make a deduction from your refund if the value of the goods has been reduced due to handling beyond what is necessary to establish their nature, characteristics, and function.

3. Faulty, Damaged, or Incorrect Items (All Regions)

All goods must be:

  • As described

  • Of satisfactory quality

  • Fit for purpose

If your item is faulty, damaged, or incorrect, please contact us within 14 days of receiving your order.

Where a fault is confirmed:

  • You are entitled to a full refund.

  • We will refund the original standard delivery cost (UK & EU orders).

  • We will cover reasonable return postage costs.

You may be asked to provide photographs to assist with assessment.

4. Return Shipping Costs

UK Orders

For change-of-mind returns, a £3.99 flat rate return shipping fee will be deducted from your refund if using our provided return label.

EU Orders

For change-of-mind returns, customers are responsible for return shipping costs unless otherwise agreed.

International Orders (Outside UK & EU)

Customers are responsible for return shipping costs unless the item is faulty or incorrect.

Original outbound shipping costs are non-refundable for international orders outside the UK and EU.

5. International Shipping & Customs

Certain products may be shipped directly from international suppliers outside the UK or EU.

For these orders:

  • Delivery times may vary and are stated on the product page.

  • Customers may be responsible for customs duties, import taxes, or clearance fees depending on local regulations.

  • Such charges are not included in the purchase price unless explicitly stated.

These charges are non-refundable.

6. Non-Returnable Items

The following items cannot be returned unless faulty:

  • Personalised or custom-made products

  • Perishable goods

  • Sealed hygiene or personal care products once opened

  • Hazardous materials

If you are unsure whether your item qualifies for return, please contact us prior to purchase.

7. Refund Processing

Once we receive and inspect your returned item, we will notify you of the outcome.

If approved:

  • Refunds will be issued to your original payment method.

  • Refunds will be processed within 14 days of receiving the returned goods (or proof of return where required by law).

Please note that banks and payment providers may take additional time to complete the transaction.

8. Contact Details

For all return and refund enquiries, please contact:

Email: Support@ditzypetunia.co.uk
Live Chat: Available via the Ditzy Petunia website