RETURNS, EXCHANGES & REFUNDS POLICY

1. Purpose of This Policy

This Policy explains how returns, exchanges, and refunds are handled in a manner that preserves customer rights while protecting SIQ PETRA and its suppliers against illegitimate claims and misuse. Nothing in this Policy reduces any mandatory consumer right granted by law.

2. Defective, Damaged, or Non-Conforming Products

A customer may contact us if a product is defective, damaged on delivery, materially different from its description or specifications, supplied in an incorrect quantity, or if a different product was delivered.

Such cases will be handled in accordance with applicable legal rights, including return of the product and refund of the purchase price where required, or correction of the defect with the customer’s consent where the law permits that remedy.

3. Notification Period

To facilitate prompt investigation, customers are asked to report visible shipping damage or an order error as soon as possible after delivery, preferably within 48 hours in the case of visible damage. This is an administrative timeframe intended to assist verification and will not be used to extinguish any statutory right that cannot legally be waived.

4. Voluntary Return for Change of Mind

In addition to statutory rights relating to defects, SIQ PETRA offers, as a commercial policy, a voluntary right to request return of eligible products within 7 calendar days of receipt, provided the product is unused, in its original condition, with its packaging, accessories, and tags, and is not within an excluded category listed below.

This additional commercial right will not be applied in a way that limits statutory rights concerning defective or non-conforming products.

5. Products Not Eligible for Change-of-Mind Return

The following may be excluded from voluntary change-of-mind returns: made-to-order or personalised products; perishable or short-shelf-life products; opened food products; personal care, beauty, or health products whose seal has been opened where health and safety considerations prevent resale; products used or damaged after delivery by the customer; and products whose product page clearly states that they are non-returnable for a legitimate reason.

No exclusion prevents a claim where the product is defective, non-conforming, or where the law grants the customer a right that cannot be restricted.

6. How to Request a Return

The customer should send the request to info@siqpetra.com or through the customer-service channel, including the order number, product name, reason for the request, and clear photographs where useful for verification.

Products should not be sent directly to a supplier or any address selected by the customer before return instructions are provided. Unauthorised returns may be lost or may become difficult to document.

7. Inspection

SIQ PETRA or the relevant supplier may inspect the returned product to verify its condition and the reason for return. Inspection must not be used to unreasonably delay an established customer right.

8. Return Shipping Costs

Where the return results from a defect, fulfilment error, or non-conforming product, the responsible party will bear the costs required by law and this Policy.

For a voluntary change-of-mind return, actual return-shipping costs may be deducted from the refund or charged to the customer if this was clearly disclosed in advance, unless the offer or product page states that return shipping is free.

9. Exchanges

Exchanges are subject to stock availability. If a suitable replacement is unavailable, the amount may be handled in accordance with the refund provisions of this Policy and the customer’s statutory rights.

10. Refunds

Once a refund is approved, SIQ PETRA will initiate the return of the amount due to the original payment method where possible within 7 business days after inspection and approval are completed. The customer’s bank or payment provider may require additional time for the amount to appear in the customer’s account.

If refunding to the original payment method is not possible, SIQ PETRA will coordinate with the customer to use a lawful and secure alternative method.

11. Discounts, Vouchers, and Gifts

Where part of an order purchased using a voucher or threshold-based discount is returned, the discount may be recalculated on the retained products according to the published promotion terms, provided this is clear, fair, and does not reduce any statutory right.

12. Abuse of the Return Policy

SIQ PETRA may reject a voluntary return or restrict voluntary return benefits where there is objective evidence of fraud, manipulation, product substitution, or use beyond reasonable inspection. This does not affect statutory rights relating to a genuine defect.

13. Contact

For returns, exchanges, or refunds: info@siqpetra.com | +962 79 126 2026.