Return and Exchange

You can return an item of proper quality at any time before you receive it, and after the item has been handed over to you — within 7 days of receiving the order.

Returns of items of proper quality are possible if the product has not been used, shows no signs of wear or contamination, retains its original appearance, the factory packaging is intact, and you have the document confirming the purchase and conditions of the item.

If you discover defects before or during use of the product, please contact us at: 8 800 551-12-88 (Daily from 10:00 AM to 10:00 PM). An operator will clarify the details and determine if additional examination is necessary.

To process a return, you need to:

1. Contact us at: 8 800 551-12-88 (Daily from 10:00 AM to 10:00 PM);
2. Download and fill out the return request form;
3. Pack the item you wish to return in a bag or branded box and include the completed and signed return request form.

You can return the product by courier delivery or by bringing the order to one of PETRA stores at Patriarch Ponds or PETRA Nevsky (Pickup Office). You can find store addresses on the Stores page.
Please inform the online store operator which return method is more convenient for you.

If you have any questions about returning an item, please contact us at: 8 800 551-12-88 (Daily from 10:00 AM to 10:00 PM).

Within 14 days, excluding the day of purchase, you can return or exchange a proper quality item for a similar product of a different size, shape, dimensions, style, color, or configuration.

Returns and exchanges of proper quality items are possible if the product has not been used, shows no signs of wear or contamination, retains its original appearance, the factory packaging is intact, and you have the document confirming the purchase and conditions of the item.

Please note that the following categories of products are not eligible for exchange or return: underwear, swimsuits, corsets, tops, bodysuits, stockings, cosmetics, jewelry, intimate products, hair ties, sleep masks, robes, and pajamas.

If you discover defects before or during use of the product, please contact us at: 8 800 551-12-88 (Daily from 10:00 AM to 10:00 PM). An operator will clarify the details and determine if additional examination is necessary.

To process a return or exchange, you need to:

1. Pack the items you wish to return in a bag or branded box and bring them to the store where the purchase was made, along with the purchaser’s passport and the document confirming the purchase or payment.
2. Fill out and sign the forms provided by the manager for either exchange or return. You can also download the necessary form from the website and complete it in advance.

If you have any questions about exchanging or returning an item, please contact us at: 8 800 551-12-88 (Daily from 10:00 AM to 10:00 PM).