Refund policy

Last updated: May 14, 2026

RUM LLC, doing business as PETRA PETS, wants customers to receive safe, clean, and high-quality products.

Because PETRA PETS products are pet grooming and personal-care products, we do not accept returns or exchanges unless the item arrives damaged, defective, leaking, or the wrong item was shipped.

For the safety of pets and future customers, we cannot resell, restock, or ship returned grooming products to another customer once the product has left our facility. For this reason, all sales are final except in cases of damaged, defective, leaking, or incorrect items.

DAMAGED, DEFECTIVE, LEAKING, OR WRONG ITEM

If your order arrives damaged, defective, leaking, or incorrect, please contact us within 7 days of delivery at:

support@petrapets.com

Please include:

- Your order number
- A clear photo of the product
- A clear photo of the shipping box
- A clear photo showing the damage, leak, defect, or incorrect item

After reviewing your request, we may offer a replacement, refund, store credit, or another appropriate solution at our discretion.

Please do not return any product unless we specifically instruct you to do so.

ITEMS NOT ELIGIBLE FOR RETURN OR REFUND

We do not accept returns, exchanges, or refunds for:

- Customer changed mind
- Customer ordered the wrong item
- Opened or used products
- Products without proof of damage, defect, leak, or incorrect shipment
- Products reported more than 7 days after delivery
- Products damaged after delivery due to misuse, improper storage, or improper handling
- Products purchased from unauthorized sellers or third-party marketplaces

OPENED OR USED PRODUCTS

For health, hygiene, and safety reasons, opened or used products cannot be returned, refunded, exchanged, or restocked unless PETRA PETS determines that the product arrived defective or damaged.

SHIPPING FEES

Shipping fees are non-refundable unless the issue was caused by our error or the product arrived damaged, defective, leaking, or incorrect.

RETURN SHIPPING

If we require a return for a damaged, defective, leaking, or incorrect item, we will provide return instructions. Do not send any product back without written approval from PETRA PETS.

REFUND TIMING

If a refund is approved, it will be issued to the original payment method. Your bank or payment provider may take additional time to post the refund.

ORDER CANCELLATIONS

Orders may only be canceled before they are processed or shipped. Once an order has been processed or shipped, it cannot be canceled.

CONTACT

For return, refund, damaged item, or order issue questions, contact us at:

support@petrapets.com

Please include your order number in your message.