Return, exchange, and refund policy

Return and Refund Policy 

Eligibility Period for Returns: 

• Returns must be initiated within [15] days from the date of delivery. 

Condition of Returned Product: 

• The item must be returned in its original condition, without any damage or alterations. All accompanying accessories, gifts and documentation should be included. 
• If the item was sold as new in a sealed package, then it must be return as it was exactly in sealed package and with no damage to the packing. 
• If the item was not in its original condition, then Petra have the right to accept it or not, and to apply special terms and condition. 

Return Process: 

• Customers should contact our customer service team to initiate the return process. A Return Merchandise Authorization (RMA) number will be provided, which must be clearly marked on the return packaging. 
• Customers are responsible for the safe return of the product, including proper packaging and shipping. Return shipping costs may be borne by the customer, unless the return is due to a product defect, wrong item, or a shipping error on our part (for local within standard services area by our couriers). 

Restocking Fee: 

• A restocking fee of [25%] may be applied, especially for large or specialized equipment. 

Refund Eligibility: 

• Full refunds are issued only for products that are returned in their original condition and packaging, with all accessories and documentation (manuals, invoice, delivery note, receipt voucher…etc.) 
• Refunds will be processed within [3] days after the returned item is received and inspected. 
• Refunds can be issued to the original method of payment. 

Wrong, Damaged or Defective Products: 

• In cases where the product is received damaged or with a manufacturing defect 
• Or received a wrong product. 
• Customers should contact us within [7] days of delivery for a full refund or replacement. 
• We may require photographic evidence of the damage or defect before initiating a return or refund. Can be sent via email, MMS, or WhatsApp. 

Exceptions and Non-Returnable Items: 

• Customized or specially ordered (back order) items are not eligible for return. 
• Consumables like batteries are also excluded from returns. 
• Services like delivery, admin fees, fulfilment, documentation, certification, programming, installation, repair, are calibration are not eligible for return or refund. 

Contact Information: 

• For any queries or to initiate a return, please contact our customer service team. 

Note: This policy is subject to our full terms and conditions. We reserve the right to modify this policy at any time.