Returns & Refunds
If something isn't right, we make it right. You have 30 days from delivery to request a return.
Our 30-day policy
You can return any unused item in its original packaging within 30 days of delivery for a full refund of the product price. Personalized items (custom prints, name products) are non-returnable unless they arrive damaged or defective.
How to start a return
- Email hello@petoralux.com with your order number and the reason for the return.
- We reply within 24 business hours with the return address and instructions.
- Ship the item back. Return shipping is paid by the customer except for defective or incorrect orders, which we cover in full.
- Once received and checked, your refund is issued to the original payment method within 5–10 business days.
Damaged or incorrect orders
If your order arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery with photos. We will send a replacement at no cost or refund the full amount, including any shipping you paid.
Cancellations
Orders can be cancelled free of charge for up to 12 hours after purchase, before they enter the preparation queue. After that we can usually still help — just write to us as soon as possible.