Refund policy

Last updated: June 2026

At Petlura, your satisfaction matters. Because we operate as a dropshipping store, all orders are fulfilled and shipped directly by our supplier. Please read this policy carefully before placing an order.

No Physical Returns Required

You do not need to ship items back to us. If you have an issue with your order, simply contact us with the required proof and we will resolve it.

Eligible Refund & Replacement Situations

We accept refund or replacement requests in the following cases:

Damaged or Defective Items If your item arrives damaged or defective, contact us within 30 days of delivery with clear photo or video evidence. We will offer a refund or replacement at our discretion.

Wrong or Missing Items If you received the wrong item or your order was incomplete, contact us with photo or video proof. We will send the correct item or issue a refund.

Lost or Delayed Orders

  • International orders: If your tracking shows no movement and the order has not arrived within 60 days of the shipping date, you are eligible for a refund or replacement.
  • US orders: If your order has not arrived within 45 days of the shipping date, you are eligible for a refund or replacement.

Order Cancellations Orders can be canceled free of charge before they are processed or shipped. Once an order has been shipped, it cannot be canceled.

Non-Eligible Situations

We are unable to offer refunds in the following cases:

  • The item was delivered and tracking confirms delivery, but you claim non-receipt without a non-delivery certificate from your local post office
  • Customer dissatisfaction unrelated to product quality or condition
  • Only the packaging is damaged but the product itself is intact
  • The order is more than 90 days old

How to Request a Refund

Email us at [your email] with the following:

  • Your order number
  • A description of the issue
  • Photo or video evidence (required for damaged, wrong, or missing items)

We aim to respond within 2 business days. Approved refunds are processed within 5–10 business days back to your original payment method.