Refund policy

Return & Refund Policy

At Petrra, we aim to provide high-quality products and a smooth shopping experience. Please review our policy carefully before making a purchase.

1. Returns

We accept returns under the following conditions:

  • Items must be returned within 14 days of delivery

  • Items must be unused, in original condition, and in original packaging

  • Proof of purchase (order number) is required

To initiate a return, please contact us at support@petrra.store before sending any item back.

2. Non-Returnable Items

The following items are not eligible for return:

  • Used or damaged items (not caused by us)

  • Items without original packaging

  • Personalized or customized products

  • Hygiene-related products (for safety reasons)

3. Return Shipping

  • Customers are responsible for return shipping costs

  • Original shipping fees (if any) are non-refundable

  • We are not responsible for lost return shipments

We recommend using a trackable shipping service.

4. Refunds

Once your return is received and inspected:

  • Approved refunds will be processed within 5–10 business days

  • Refunds will be issued to the original payment method

We reserve the right to deny refunds if items do not meet our return conditions.

5. Damaged or Incorrect Items

If you receive a defective, damaged, or incorrect item:

  • Contact us within 48 hours of delivery

  • Provide clear photos or videos as proof

We will:

  • Offer a replacement, OR

  • Issue a full refund (at our discretion)

6. Order Cancellation

  • Orders can be canceled within 12 hours of purchase

  • After this period, orders may already be processed and cannot be canceled

7. Late or Missing Refunds

If you haven’t received your refund:

  • Check your bank account again

  • Contact your payment provider

  • Processing times may vary depending on your bank

8. Chargebacks & Disputes

If a chargeback is initiated without contacting us first:

  • We reserve the right to dispute the claim with evidence

  • This includes order confirmation, tracking details, and delivery proof

9. Contact Us

For all return and refund requests:

📧 support@petrra.store

By placing an order with Petrra, you agree to this Return & Refund Policy.