Return and Refund Policy

At Petastra, we want you to feel confident about your purchase. Please review the following information before requesting a return.

30-Day Returns

You have 30 days after receiving your item to request a return.

For an ordinary change-of-mind return, your item must be:

• Unworn, unused, and in the same condition as received.

• With its original tags, where applicable.

• In its original packaging.

• Accompanied by a receipt, order confirmation, or other proof of purchase.

These conditions apply to voluntary returns and do not limit your rights concerning defective, damaged, incorrect, or misdescribed goods.

How to Request a Return

Email petastra92@gmail.com with your order number, the item you wish to return, and the reason for your request.

If your return is accepted, we will provide a return shipping label and instructions, including the correct return address.

Please contact us before sending any items back. Do not send returns to the address on the original parcel unless we specifically instruct you to do so. Unauthorized returns may not be accepted under our voluntary return policy.

Return Shipping Costs

[Confirm whether Petastra pays for change-of-mind return shipping or the customer pays. If a label fee is deducted from the refund, specify the amount or how it is calculated.]

[Confirm whether original delivery charges are refundable for change-of-mind returns.]

For damaged, defective, or incorrect items, contact us before paying for return shipping. We will explain the appropriate return arrangements and any applicable remedy, in accordance with your legal rights.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives and contact us as soon as reasonably possible if an item is damaged, defective, or incorrect.

Include:

• Your order number.

• A description of the issue.

• Photos of the item and packaging, if possible.

We will investigate and arrange an appropriate resolution, which may include a replacement or refund.

The unused-item, original-packaging, and non-returnable-item restrictions for ordinary returns do not remove rights you may have under applicable law.

Non-Returnable Items

Under our voluntary change-of-mind return policy, we do not accept returns of the following items, where sold:

• Perishable goods, such as pet food and treats.

• Custom-made or personalized products.

• Personal care or hygiene products.

• Hazardous materials, flammable liquids, or gases.

• Sale items.

• Gift cards.

These exclusions do not apply where a return, refund, or other remedy is required by law.

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

Exchanges

To request a different item, first contact us to arrange the return of your original purchase.

Once your return is accepted, you may place a separate order for the replacement item. New purchases are subject to availability and the price displayed when you order.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved. If it is declined, we will explain why.

Approved refunds will be issued to your original payment method within 10 business days, unless applicable law requires an earlier refund.

Your bank or payment provider may require additional time to post the refund.

If more than 15 business days have passed since we approved your refund and you have not received it, contact petastra92@gmail.com.

Your Consumer Rights

Nothing in this policy excludes or limits rights or remedies available under applicable consumer protection laws. Our 30-day voluntary return window does not shorten any statutory rights you may have.

Contact Us

For return, exchange, or refund questions:

Email: petastra92@gmail.com
Telephone: +1 (647) 984-9657

Please include your order number when contacting us about an existing purchase.