Exchanges and Returns




The Customer will not be able to change an order after payment, unless PETRATEX accepts after contact by email

Any difference in value between the original and the modified order will be processed following the procedure corresponding to the payment method chosen.

Return and new shipment expenses will not be borne  by PETRATEX.

PETRATEX cannot replace a product chosen by the Client without prior consultation.

If, for reasons not attributable to PETRATEX, it is not possible to supply the products ordered by the Customer, he will be offered the possibility to exchange them for other products with similar characteristics, and the Customer, in case of non-acceptance, cancels the order with a consequent return of the amount already paid.

Unless otherwise stipulated by the parties, PETRATEX must comply with the order within a maximum period of 30 days, counting from the day following the conclusion of the contract.

In case of non-compliance with the contract due to the unavailability of the ordered good or service, PETRATEX must inform the customer of this fact and reimburse the amounts paid, within a maximum period of 30 days from the date of knowledge of that unavailability.

PETRATEX may, however, supply a good or provide a customer service of equivalent quality and price, provided that this possibility has been foreseen before the conclusion of the contract or in the contract itself and the customer has expressly consented to it, and that written report the customer of the responsibility for the return expenses provided for in these conditions.

In the situation previously foreseen, if the customer chooses to exercise the right of free resolution, the return expenses are borne by the supplier.






As a distance acquirer and in accordance with the law, PETRATEX recognizes the right to free termination of the contract, within a maximum period of 14 consecutive days, counting from the day on which the acquirer or a third party, with the exception of the carrier, indicated by the customer acquire physical possession of the goods, in the case of purchase and sale contracts, or:


  • The day on which the consumer or a third party, with the exception of the carrier, indicated by the consumer acquires physical possession of the last item, in the case of several goods ordered by the consumer in a single order and delivered separately;


To exercise the right of free withdrawal, you must contact us via the following email


The right of withdrawal does not apply to the supply of goods made to consumer specifications or manifestly personalized, and to the supply of goods that cannot be returned for reasons of health or hygiene protection, including masks and other medical devices, which cannot be reused for said hygienic or health reasons.




Only returns for products that meet the following requirements will be accepted:



    1. Do not open the packaging when it has a protective film or is not damaged, and keep the labels and the information leaflet;
    2. Do not show any signs of use;
    3. The buyer must assume the shipping costs in case of return by free resolution that must be paid directly to the chosen transport company;
    4. The product to be returned must be properly packed for this purpose.


However , they will be considered for the products return by the purchaser:


  • The circumstance that the product does not meet the characteristics mentioned and announced on the PETRATEX website. In this case, the value of the product will be refunded to the consumer. This refund will be made in the same form of payment used by the consumer when paying for the product.
  • The circumstance that the product is defective. In this case, PETRATEX will exchange it for another product when the defective product has been received at PETRATEX’s premises. PETRATEX will bear the cost of returning and shipping a new product, after analyzing and confirming the defect (s)


The purchaser can be held responsible for the depreciation of the product, if the manipulation carried out to inspect the nature, characteristics and functioning of that product exceeds the manipulation that is usually admitted in a physical commercial establishment.

In all cases, the products that are returned must be in perfect condition, placed in the original packaging and with manuals, accessories or promotional gifts, if any, included, as a condition of acceptance of the return.


The PETRATEX returns department, after verifying that the product is correct and in perfect condition, will give authorization for the return and will notify the purchaser by e-mail of its decision.


For this purpose, the Consumer must download HERE the form “Return Document” and after duly completed it should be sent to:


A/At: Dept. PETRATEX Returns
Rua de Bande,429
Paços de Ferreira




The distance acquirer has the right to quality of the acquired goods.

In case of non-conformity or defect of the asset, the purchaser may submit a complaint to Petratex within 14 days, counting from the date of receipt of the asset, applying the conditions foreseen in terms of resolution and return.

For the purpose of reimbursement, the claim will always be subject to analysis by Petratex, as well as inspection of the returned asset, after receipt.


For the purpose of complaints, the purchaser must download HERE the form “Complaint Document”.