Refund policy
Returns – From Customer to Petrolheart HQ
Important Note: Petrolheart return policy is only available for customers/addresses located in the European Union and inside the Schengen Agreement.
Our return policy lasts 30 days. If 30 days pass by since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that we shipped it.
To complete your return, we require a receipt or proof of purchase.
To return your product, you should mail your product to: Petrolheart Unip. Lda, Rua Judice Biker, 37 1º Esq., Portimão, 8500-701 Faro, Portugal
You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable in any case.
Petrolheart is not responsible in any case for the costs of returning a product and therefore if the product does not reach Petrolheart HQ, Petrolheart does not hold any responsibility regarding any type of refunding.
Situations where full or partial refunds are not eligible:
- Any item not in its original condition, with some type of damage or missing parts.
- Any item that is returned more than 30 days after delivery
Petrolheart strongly recommends you to use a trackable shipping service and purchasing shipping insurance.
Petrolheart will not assume any responsibility for Customer to Petrolheart shipping process.
Refunds
Once your returned product is received and inspected at Petrolheart HQ, Petrolheart will send you an email to notify you that Petrolheart have received your returned item. Petrolheart will also notify you of the approval or rejection of your refund.
If you were approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days that can be variable depending on the payment method.
After having the confirmation of Petrolheart refund approval, please check with your bank/account/payment platform regularly. In any case, if you have any question, please contact Petrolheart at info@petrolheart.com.
Exchanges – From Customer to Petrolheart and from Petrolheart to Customer
Important Note: Petrolheart exchange policy is only available for customers/addresses located in the European Union and inside the Schengen Agreement.
Petrolheart has a strict quality control procedure. However, we replace items if they are defective, damaged or if size does not fit you.
Defects or damaging held in transport/shipping (not related with product quality control) will be subject to evaluation and Petrolheart will open a claim/complaint case with the transportation responsible for the shipping/delivery.
Petrolheart will manage the claim process. Being said that, Petrolheart is not responsible for any delays or additional costs that may be necessary.
Our exchange policy lasts 30 days from the original purchase order. If 30 days pass by since your original purchase order, Petrolheart cannot offer you a refund nor an exchange.
To be eligible for an exchange, your item must be unused and in the same condition that Petrolheart shipped it.
Customer is responsible for the costs of shipping the product to Petrolheart HQ.
Petrolheart is responsible for the costs of shipping the exchanged product to the customer.
Petrolheart is not responsible in any case for any kind of custom taxes that may be applied by your local authorities.
If you need to exchange an item, send an email at info@petrolheart.com and send your item to:
Petrolheart Unip. Lda, Rua Judice Biker, 37 1º Esq., 8500-701 – Portimão Portugal
Petrolheart strongly recommends you to use a trackable shipping service and purchasing shipping insurance.
Petrolheart will not assume any responsibility for Customer to Petrolheart shipping process.