Items directly purchased from Petterra.us can be returned in 30-days for a full refund or exchanged under the following conditions:

1. Missing, Damaged, or Wrong Items.
2. Malfunction or Serious Product Quality Issues.
3. Unopened Products.

Return & Refund Service will not be provided under the following circumstances:

1. Products not purchased from Petterra.us.
2. Damage caused by personal reasons, such as improper installation or operation.
3. Products returned without original accessories, attachments, or packaging, or not in new or like-new condition.
4. Signs of tampering or alteration on product labels, serial numbers, waterproof marks, etc.
5. Non-quality issue products after the 30-day return period have expired

Return and Refund Instructions:

To initiate a return, please contact us at info@petterra.us with the following information:

1. Order ID
2. The reason for return
3. Images or Videos of Products and Intact Packaging

If your return is approved, we will provide you with a return shipping label or address and instructions for returning the product. Replacement or refund will be processed upon receipt of the returned product.

Return address:

Please contact PetTerra Support Team via info@Petterra.us to obtain return shipping label or address.
*Note: Do not return without permission.

Refund Time: 

Your return will be inspected within 3 business days of receipt. We will notify you of the refund approval or rejection within 2 business day. If approved, your refund will be processed within 7-14 business days and credited to your original payment method.

Return Shipping Costs:

If the return is initiated by the consumer, the consumer is responsible for the shipping fee. If the return is due to our reasons (damaged or incorrect goods), we will cover the shipping fee.

Note:

PetTerra reserves the right to determine if the product is defective.

If you return the product before contacting the PetTerra customer support team and confirming if the product is returnable, we cannot process your refund request.

For products purchased directly from an authorized retailer other than the PetTerra ‘s official website, contact the other platform for return and refund service.