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Policies

Product questions - please email us at support@ptulaactive.com

 

What is your return policy?

 ALL MARKED DOWN ITEMS ARE FINAL SALE

 

For refunds: our policy lasts 16 days from the date of purchase. If 16 days have gone by since your purchase, unfortunately we can’t offer you a refund.

 

For exchanges: our policy lasts 18 days from the date of purchase. If 18 days have gone by since your purchase, unfortunately we can’t offer you a exchange on your items.

 

Go to our Returns & Exchanges tab and fill out our form to start your return/exchange process. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also have all original tags attached and be sent back in the same packaging.  

To complete your return, we require a receipt or proof of purchase (either the invoice or the RA number you receive from filling out a Return Request) 

 

Where do I send returns or exchanges?

 

** Must ship back your P'tula items within 7 days from your request. Otherwise we will not be able to accept your return or exchange. 

 

P'tula

4000 Leap RD
PO BOX #3
Hilliard, OH 43026

 

What is your refund policy? 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. In order to receive full refund all promotional and/or free items must be returned with purchase.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 48-72 hours.

 

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@ptulaactive.com.

 

Mark down or Sale items: 

Items that have been marked down are non-returnable & non-refundable. 

 

Back order items: 

** At this time, we are only accepting returns/exchanges on back ordered items that contain a manufactured defect.  Please contact support@ptulaactive.com if you receive an item that fits this description. Other back ordered items will not be accepted.

 

 

What is your exchange policy?

** At this time, we are not able to accept International exchanges.  

 

All items can be exchanged within 18 days (from date of purchase) as long as inventory permits, and tags are still attached. Please email support@ptulaactive.com about the request - send your original product along with your name, order number, email and which size you are looking to exchange to the address above. Garments will be inspected prior to sending out the exchanged garment.  

 

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@ptulaactive.com. 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 order?

We apologize for the inconvenience, shoot us an email at support@ptulaactive.com so we can send you a prepaid return label and get your correct items out ASAP. 

 

What shipping options do you offer?

As of right now we are using USPS for all of our shipping needs. As we grow we will branch out into other providers.

 

Domestic Shipping & Returns:

Shipping fees are non-refundable.

EXCHANGES: When exchanging for another size, the shipping cost will be the responsibility of the customer, not P'tula. Please be mindful of details of sizing under each product. 

 

International Shipping & Returns:

We ship worldwide!!

Shipping/Custom fees are non-refundable. 

IMPORTANT: Any customs fees, duties fee, and applicable charges incurred on international shipping are the responsibility of the customer. Custom fees vary from region to region and based on your order. Ptula has no control over the customs charges or exchange rates.

Should the customer refuse the package, the order will be refunded minus any duties and taxes incurred and the shipping cost of the order being returned to Ptula.

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