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. 




How long will it take to receive the refund amount?

How long will it take to inspect item returned for refund?