Refund policy

RETURN & REFUND POLICY

We want you to be happy with your Petra&Sol purchase. If you need to request a return, please review the following guidelines.

Returns

We accept returns on eligible items requested within 7 days of delivery.

To be eligible for a return, your item must be unused and unburned, in the same condition that you received it, with all original tags and packaging intact. You’ll also need to provide your receipt or other proof of purchase.

We do not accept returns or exchanges for used, burned, opened, or otherwise altered products.

To start a return, please contact us at info@petraysol.com before sending anything back. Returns sent without prior approval will not be accepted.

If your return is approved, we will provide you with return instructions. Customers are responsible for the cost of return shipping for returns due to personal preference, change of mind, incorrect selection, or any other reason not caused by Petra&Sol.

Returns should be sent to:

Petra&Sol
70 Chestnut St
Marlborough, MA 01752
USA

We recommend using a trackable shipping service and keeping your proof of shipment. Petra&Sol is not responsible for returns that are lost or damaged while being shipped back to us.

Damaged, Broken, Defective, or Incorrect Items

If your order arrives damaged, broken, defective, or incorrect, please contact us within 7 days of delivery so we can review the issue and determine the appropriate resolution.

Please email us at info@petraysol.com and include:

  1. A clear photo of the damaged, broken, defective, or incorrect item.

  2. A photo of the shipping box and all packaging materials.

  3. A photo of the shipping label.

  4. Your order number.

Please keep the original item and all packaging materials until we have reviewed your claim and provided further instructions.

If the issue is confirmed to be related to damage during shipping, a defective product, or an error on our part, Petra&Sol will provide an appropriate resolution, which may include a replacement or refund.

When appropriate, Petra&Sol may handle the shipping claim directly with the carrier or shipping insurance provider. Customers will not be responsible for return shipping costs when the issue is confirmed to be the result of an error on our part or a damaged or defective item.

Non-Returnable Items

Certain items are not eligible for return, including:

  • Used or burned candles

  • Opened or used personal care products, including soaps and other products intended for personal use

  • Custom or personalized products

  • Gift cards

  • Sale or final-sale items, where specifically identified as final sale

  • Items that have been altered, damaged, or used after delivery

If you are unsure whether a specific item is eligible for return, please contact us at info@petraysol.com before sending it back.

Exchanges

We do not offer direct exchanges.

If you would like a different product, scent, size, or item, you may return the eligible item according to this policy and place a new order separately once your return has been approved.

Refunds

Once we receive and inspect your approved return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Original shipping charges are non-refundable, except when the return is due to an error on our part or the item arrived damaged or defective.

Please note that after Petra&Sol processes your refund, your bank or credit card company may require additional time to post the funds to your account. Processing times vary by financial institution.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@petraysol.com.

Questions

If you have any questions about our Return & Refund Policy or are unsure whether your order qualifies for a return, please contact us at info@petraysol.com. We’re always happy to review the situation and help find an appropriate solution.