Refund policy

At Petorina, we want every customer to feel confident when shopping with us. If your order does not meet your expectations, this Return & Refund Policy explains how returns, refunds, damaged items, and other related requests are handled.

30-Day Return Window

You may request a return within 30 days from the date your order is delivered.

To be eligible for a return, your item must meet the following requirements:

The product must be unused and remain in its original condition
The item must not have been altered, damaged, misused, or excessively worn
All original packaging, tags, labels, manuals, accessories, and included components must be returned with the product
Valid proof of purchase, such as an order confirmation or receipt, must be provided

Petorina reserves the right to decline returns that do not meet the conditions above.

Starting a Return

All returns must be approved by our customer support team before the product is shipped back.

To request a return, please contact:

Email: service@petorina.com

Please include your order details and a brief explanation of the reason for your return.

After reviewing your request, our support team will provide the appropriate return instructions, including:

Return approval
Shipping instructions
Return destination details
Return label or additional shipping guidance, where applicable

Please do not send any item back without receiving return authorization first. Packages returned without approval may not be accepted or processed.

Damaged, Defective, or Incorrect Orders

We recommend checking your order shortly after delivery.

Please contact us promptly if your order arrives with any of the following issues:

The item is damaged during delivery
The product is defective or does not function as intended
You received the wrong product
The item received is materially different from the item ordered

Contact our support team at:

service@petorina.com

To review your claim, we may ask you to provide photographs, videos, packaging images, shipping labels, or other information related to the issue.

Once the case has been assessed, Petorina may offer an appropriate resolution, which may include a replacement, refund, or another reasonable solution depending on the circumstances.

Items That May Not Be Returned

Certain products may be excluded from returns due to hygiene, safety, customization, or product-specific conditions.

Non-returnable products may include:

Products specifically marked as final sale
Personalized or customized products
Certain hygiene-sensitive items once opened or used
Products returned in an incomplete, damaged, or altered condition
Items identified as non-returnable on the relevant product page

If you are unsure whether a product is eligible for return, please contact us before sending it back.

Exchanges

Petorina does not currently process direct exchanges.

If you would like a different product, size, color, or variation, you may:

Request a return for the original item
Follow the approved return procedure
Place a new order for the preferred item

This approach helps us process orders accurately and maintain reliable inventory management.

European Union Right of Withdrawal

Customers located within the European Union may have the right to withdraw from an eligible purchase within 14 days after receiving the goods, subject to applicable consumer protection laws.

Where this statutory right applies, customers may cancel an eligible purchase without providing a reason.

Returned items should generally be:

Unused
In their original condition
Returned with original packaging, accessories, tags, and labels
Accompanied by valid proof of purchase

Any applicable statutory withdrawal rights are separate from Petorina's standard 30-day return policy and will apply where required by law.

Refunds

Once your return is received, our team will inspect the product and confirm whether it meets the applicable return requirements.

You will be notified once your return has been reviewed.

If your refund is approved:

The refund will be sent to the original payment method used for the order
Approved refunds are generally processed within 10 business days
Your bank, card issuer, or payment provider may require additional time before the funds appear in your account

If more than 15 business days have passed since your refund was approved and you have not received it, please contact:

service@petorina.com

Please note that payment processing timelines are determined partly by your financial institution and may vary between providers.

Return Shipping

Do not return products until you have received confirmation and return instructions from Petorina.

Customers are responsible for following all return directions provided by our customer service team.

Unless otherwise stated, agreed by Petorina, or required under applicable law:

Customers may be responsible for return shipping costs
Original shipping charges are generally non-refundable
Shipping costs may be refunded when the return results from an incorrect, damaged, or defective item caused by Petorina or one of our fulfillment partners

We recommend retaining your return shipping receipt or tracking information until your return has been fully processed.

Refunds to the Original Payment Method

Refunds can only be issued to the original payment method used to complete the purchase.

Petorina cannot normally redirect a refund to a different card, bank account, payment service, or individual.

If the original payment method is no longer available, please contact our support team for further assistance.

Contact Us

If you have questions about a return, refund, damaged product, or order-related issue, please contact us using the information below:

Brand: Petorina

Company: GLEMVIA LIMITED

Website: petorina.com