What Qualifies for Refund, Resend, or Return
- USA: Eligible after 45 days from departure
- Brazil: 110 days due to customs delays
- Other Countries: 100 days for certain shipping lines
Orders may be delayed due to pickup issues or incorrect addresses. Please check with your local post office before filing a dispute.
- If tracking shows "delivered," no refund or resend will be provided.
- If an order has not been received, a non-delivery certificate is required from the local post office.
- Full refund or replacement for severely damaged items
- Partial refund for minor damage, such as small scratches
- No refunds for packaging damage caused by international shipping
- Claims for electronics must be made within 30 days
- Full refund or replacement for incorrect items
- Partial refund or resend for missing non-critical parts
- For size issues, please include a photo with measurements
- Full refund if canceled before processing or shipping
- No cancellations for customized or pre-order items once paid
How to Submit a Dispute
To help us review your request quickly, please provide all relevant information and supporting documentation.
- Include clear photos or videos of damaged products
- Include screenshots of complaints showing the name, date, and content
- Return the product if requested by our support team
Important Notes & Exceptions
Disputes must be filed within 7 days of delivery or the expected delivery date.
We are not responsible for delays caused by uncontrollable events such as:
- Natural disasters
- Epidemics
- Customs delays
- War or unrest
No disputes are allowed for non-trackable shipping methods.
Disputes may not be accepted for regions with known delivery limitations.
- Returns must be authorized in advance
- Unauthorized returns will not be processed
- Approved returns must be made within 30 days of receipt
Services, including packaging or photography services, are non-refundable once fulfilled.
- Change of mind
- Product looks different than expected without a defect
- Delays caused by customs or natural events
- Wrong item ordered or incorrect address provided
Additional Information
No disputes are accepted once an order has been marked as "closed."
No disputes are accepted for the following shipping methods:
Disputes may not be accepted in high-risk regions where delivery limitations apply.
Returns are only accepted at designated warehouses.
No refunds are provided for low-quality service products unless the service has been inspected and determined to qualify.
Disputes involving odors, deleted tracking information, customs issues, and other circumstances outside the applicable refund or resend criteria may not qualify.
Need Help?
If you're unsure whether your order qualifies for a refund, resend, or return, please contact our customer service team. We're here to help make your shopping experience smooth and worry-free.
support@petniro.com