Return / Refund Policy

Revised: 4 September 2021

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not satisfied with your purchase, you may return it to us for a refund (minus a re-stocking fee) within 21 days of purchase, subject to the conditions described below. If you do not comply with any of the conditions, we reserve the right to refuse the return, or to impose different or additional conditions. Please continue reading for more information on the return policy for PetraZuri.

Return Eligibility

To be eligible for a return, the item being returned must be in the same condition as you have received it. The item must be unused, unopened, and sent back in the original packaging, and must not be past the expiration date at the time the return is received. If it does not satisfy these conditions, no, or only a partial, refund will be granted.

All returns must be reported to us at help@petrazuri.com within 21 calendar days after the purchase date, or else no return will be available.

The following items are non-returnable:

- Downloads / Media
- Gift Cards / Vouchers / Coupons
- Sale Items
- Services (Please refer to the Cancellation Policy for details on limited refunds for services)

Refunds

Once your valid return is received, we will send you an email to notify you that we have received your return item. The package and its contents will be inspected, and we will let you know of the acceptance or rejection of your return.

If your return is accepted by us, we will provide one of the following within a reasonable time: an exchange of merchandise for the item returned, a non-transferable merchandise credit, a credit to the payment card or original method of payment used to pay for the item, or another remedy that we determine in good faith is appropriate in the circumstances. All refunds for returned products are made minus the original shipping fee and a 25% restocking fee.

Please note that the shipping fee is non-refundable, and returns are not eligible for a pre-paid shipping label. The cost of any return shipping will be deducted from any refund issued to you. You are responsible for paying for all shipping costs for your returned item.

Damaged Items

If you receive a damaged product, we will need to verify this information as soon as possible.

An order is eligible for a full product price refund if the carrier tracking shows that the package was damaged in transit.

If tracking shows that the package was successfully delivered, we will need proof of damage from you. Specifically, we will need to receive images that clearly show the reported damage (including at least one image where we can clearly see the UPC on the product), as well as images of the container that it arrived in with all of its contents.

If we receive clear evidence that the delivered item(s) were damaged – we will be able to issue a full refund on the product.

Damage claims must be reported within 21 days after the purchase date to be considered for a refund.

Item Not Received

If tracking shows the package was delivered but you dispute having received it, we will open an investigation with the carrier.

Under these circumstances, refunds are not guaranteed, and you are obligated to assist in the handling of such a claim. Failure to cooperate may result in a denial of the refund.

Return to Sender

Generally, packages that are returned back to sender are subject to a refund less a 25% restocking fee and shipping charges. This applies, but is not limited, to instances where the address was incorrectly submitted when the order was placed, where the recipient refused delivery or refused to pick up the package, or where the address is deemed invalid by the carrier.

In cases where you believe the carrier mistakenly failed to deliver the package, we will file a claim with the carrier. Your cooperation is expected on this claim. Failure to cooperate may lead to denial of the claim and ineligibility for a refund.

Questions

If you have any questions concerning our return policy please contact us at: help@petrazuri.com