Refund Policy
Last updated: 2026-06-26
We want you to love your pet before you spend anything. That's why every plan starts with a free preview. This policy explains your refund and withdrawal rights, including the EU's 14-day right of withdrawal for digital content.
See your pet first, free
You always preview your pet before you pay, and the preview is completely free. So you can be sure it's really them before you spend a cent.
EU 14-day right of withdrawal
If you are in the EU/EEA, you normally have 14 days to withdraw from a purchase.
Your pet is custom digital content that we create and deliver to you. At checkout, you'll be asked to agree that we can begin creating your pet immediately — and that once creation has begun, your 14-day right of withdrawal no longer applies. This consent is given clearly and on purpose at checkout.
If you'd rather keep your full withdrawal right, simply don't give that consent — creation will wait, and you can withdraw within 14 days.
If you are outside the EU
Before creation starts: a full refund, within 14 days of purchase.
Once your pet has been brought to life and delivered, it is custom digital content made just for you, so it generally cannot be refunded — but if anything is wrong, see below.
How creation affects eligibility
Before we begin creating your pet, you're entitled to a refund as described above.
After your pet is created and delivered, refunds are limited because it's custom content — but we'll always work with you if something isn't right.
Something not right? We'll make it right
If your pet isn't everything it should be, reach out. We'll keep working until it is, and we'll consider a refund where it's the fair thing to do.
How to request a refund
Email us at support@petne.com with your order details and what went wrong. We'll get back to you quickly.