Refund policy

Return, Refund & Exchange Policy

Last updated: 12 May 2026

Thank you for shopping with PETRA DESIGN HAUS at petrartw.com. Please read our Return, Refund & Exchange Policy carefully before making a purchase.

By placing an order with us, you agree to the terms below.

1. General Policy

All purchases made on petrartw.com are considered final once payment has been completed.

We do not offer refunds for change of mind, wrong size selection, wrong colour selection, or personal preference. However, eligible items may be exchanged within the time period stated in this policy, subject to our approval and stock availability.

Defective, damaged, or incorrect items may be eligible for replacement, exchange, or refund, subject to inspection and approval.

2. Exchange Period

Exchange requests must be made within 7 days from the date you receive your order.

Requests made after 7 days will not be accepted.

To request an exchange, please contact us at:

support@petrartw.com

Please include your order number, name, contact details, reason for exchange, and clear photos of the item if applicable.

3. Exchange Eligibility

To be eligible for an exchange, the item must:

Be unworn, unwashed, unaltered, and unused
Be in its original condition
Have all original tags, labels, packaging, and accessories intact
Be accompanied by proof of purchase, order confirmation, or invoice
Be returned within the approved exchange period

PETRA DESIGN HAUS reserves the right to reject any exchange request if the item does not meet the conditions above.

4. Exchanges for Size, Colour, or Design

Exchanges for another size, colour, or design are allowed only if the requested item is available.

You may exchange your item for:

The same item in a different size, colour, or design; or
Another item of the same or higher value

If the replacement item is of a higher value, you will be required to pay the price difference before the exchange is processed.

If the replacement item is of a lower value, the difference will not be refunded.

5. Sale, Discounted, and Reduced-Price Items

Sale items, discounted items, promotional items, and reduced-price items are final sale.

These items are not eligible for return, refund, or exchange, unless the item is defective, damaged, or incorrect due to our error.

6. Defective, Damaged, or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us within 7 days of receiving your order at:

support@petrartw.com

Please include:

Your order number
Your full name
A description of the issue
Clear photos or videos showing the defect, damage, or incorrect item
Photos of the packaging, if relevant

Once we have reviewed your request, we may offer one of the following solutions:

Replacement with the same item
Exchange for another item, subject to availability
Store credit
Refund, where applicable

Items that are damaged due to misuse, improper care, normal wear and tear, or unauthorised alteration will not be considered defective.

7. Proof of Purchase

A valid receipt, invoice, or order confirmation is required for all return, refund, or exchange requests.

For online purchases, your invoice or order confirmation can be found in your email or Shopify customer account, if you created one during checkout.

Requests without proof of purchase will not be accepted.

8. Delivery and Return Shipping Fees

Customers are responsible for all delivery and return shipping fees related to exchanges, unless the item received is defective, damaged, or incorrect due to our error.

For exchanges, customers must pay the required delivery fee before we ship out the replacement item.

We recommend using a trackable courier service when returning items. PETRA DESIGN HAUS is not responsible for items lost, delayed, or damaged during return shipping.

9. Refunds

Refunds are only issued in selected cases, such as when an item is confirmed to be defective, damaged, incorrect, or unavailable for replacement.

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, the refund will be processed to your original payment method, where possible. Processing times may vary depending on your payment provider, bank, or payment gateway.

Shipping fees, transaction fees, and handling fees are non-refundable unless the refund is due to an error on our part.

10. Non-Returnable and Non-Exchangeable Items

The following items are not eligible for return, refund, or exchange:

Sale, discounted, promotional, or reduced-price items
Items that have been worn, washed, altered, damaged, or used
Items without original tags, labels, or packaging
Items returned after the 7-day exchange period
Items without proof of purchase
Items damaged due to misuse, improper washing, improper care, or normal wear and tear

11. International Orders

For international orders, customers are responsible for all return shipping costs, exchange shipping costs, taxes, duties, customs charges, and any other related fees, unless the return is due to our error.

PETRA DESIGN HAUS is not responsible for delays caused by customs, courier issues, or incomplete delivery information provided by the customer.