Refund policy

Return is only possible for wrong delivered or damaged items.

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. Please inspect your order upon reception and contact us immediately on rk@petrakaltenbach.com, if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

You can always contact us for any return question at rk@petrakaltenbach.com.

To start a return, please send an email to rk@petrakaltenbach.com and describe the reason for a return of the item. Please attach a receipt or proof of purchase to this email.

If your return is accepted, we’ll send you a return shipping label, as well as the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that returns will need to be sent to the following address: Umm Suqeim2 , Al Saay Street, Villa 42, Dubai, UAE.

We will have the item collected from you (if you live in the UAE).

In case you have received a wrong item as per your order, we will replace the item with the correct item as per your order at no additional cost.

To be eligible for an exchange, your item must be “unused” and in the same condition that you received it. It must also be returned back to us with proper packaging.

Several items are exempt from being returned. Commission paintings/artworks cannot be returned back. Any items purchased on sale cannot be returned back.

International Shipping (non UAE): Please note, unfortunately, we do not collect returns once goods are shipped internationally. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a credit for exchange, the cost of return shipping will be deducted from the credit on your account.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Cancellation Policy

Once your order has been dispatched, it cannot be cancelled and no refund can be arranged. Normally, it will take 2 to 5 working days for your order to be processed from Petra Kaltenbach’s end.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You will be responsible for paying for your own shipping costs for returning your item. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your Original Mode of Payment within 10 business days. Please allow for up to 45 days for the refund transfer to be completed. If more than 15 business days have passed since we’ve approved your return, please contact us at rk@petrakaltenbach.com.