Shipping & Returns

Shipping & Returns policy Petravo.net

Shipping & Returns Policy PETRAVO.NET

Effective Date: May 28, 2026

This Shipping & Returns Policy explains how PETRAVO handles shipping, delivery, customs, returns, cancellations, refunds, and damage reporting for PETRAVO products.

PETRAVO works with petrified wood, natural stone, wood, and selected natural materials. Many items are unique, fragile, heavy, natural, collectible, or custom-made and may require careful handling, protective packaging, individual assessment, and suitable shipping arrangements.

PETRAVO.NET is currently used for presentation, portfolio, communication, product inquiry, and custom order discussion purposes. Sales may be processed through selected third-party marketplace platforms such as Etsy, eBay, or similar services. PETRAVO may also introduce direct payment options through PETRAVO.NET in the future.

If a purchase is completed through Etsy, eBay, or another marketplace, that platform’s own shipping, payment, buyer protection, return, refund, and dispute procedures may also apply.

This Policy should be read together with our Terms of Service and Privacy Policy.

  1. Operator

PETRAVO is currently operated as an independent project by Sandis Priede.

Contact:
Email: support@petravo.net

Full legal business details, including registered business name, registered business address, registration number, and VAT/MVA number if applicable, will be added once PETRAVO is formally registered as a business.

  1. Shipping Origin

PETRAVO products may be shipped from Latvia, Norway, or another agreed location, depending on where the item is stored, produced, prepared, packed, or fulfilled.

Shipping origin may vary from product to product and may be confirmed before purchase or during order communication.

Products may be fulfilled through:

  • artist or workshop locations;
  • storage locations;
  • logistics providers;
  • postal or courier services;
  • freight handling partners;
  • marketplace shipping services;
  • other agreed fulfillment arrangements.
  1. Processing and Handling Time

Processing time depends on the product, size, weight, material, packaging requirements, sales channel, payment confirmation, and shipping destination.

Standard ready-to-ship items may generally require 2–7 business days for preparation after payment confirmation.

Additional preparation time may be required for:

  • fragile items;
  • heavy items;
  • oversized products;
  • unique natural objects;
  • special packaging;
  • custom-made work;
  • reserved pieces;
  • insurance arrangements;
  • freight coordination;
  • export documentation;
  • customs documentation;
  • marketplace verification or payment review.

Custom orders, made-to-order products, modified pieces, and individually sourced materials may require longer production and preparation times. Estimated timelines will be discussed separately before confirmation.

  1. Shipping Methods

Depending on the product and destination, PETRAVO may use:

  • tracked shipping;
  • insured shipping;
  • signature confirmation;
  • postal services;
  • courier services;
  • freight forwarding;
  • fragile handling services;
  • marketplace shipping services;
  • specialized logistics providers;
  • individually agreed transport solutions.

For high-value, fragile, heavy, or oversized pieces, PETRAVO may require insured shipping or a suitable professional carrier.

The available shipping method may depend on destination country, item value, weight, dimensions, material, carrier restrictions, and marketplace rules.

  1. Shipping Costs

Shipping costs may depend on:

  • destination country;
  • product size;
  • product weight;
  • packaging requirements;
  • insurance;
  • tracking;
  • carrier choice;
  • customs documentation;
  • special handling;
  • marketplace shipping rules.

Unless clearly stated otherwise, shipping costs are not automatically included in the product price.

Final shipping cost should be confirmed before purchase, through the relevant marketplace, invoice, quote, or direct communication.

  1. International Delivery

PETRAVO may ship internationally where legally and logistically possible.

International buyers are responsible for ensuring that the product can be legally imported into their destination country.

International delivery may be affected by:

  • customs checks;
  • import rules;
  • carrier limitations;
  • local delivery conditions;
  • remote area restrictions;
  • sanctions;
  • export controls;
  • border controls;
  • security screening;
  • logistics disruptions;
  • public holidays;
  • weather conditions.

PETRAVO is not responsible for delays caused by customs authorities, carriers, marketplace systems, payment providers, border controls, or circumstances beyond reasonable control.

  1. Customs, Import Duties, VAT, and Local Taxes

International buyers may be responsible for customs duties, import VAT, local taxes, brokerage fees, handling fees, and other destination-country charges.

These charges are not controlled by PETRAVO and may vary depending on country, product value, product type, material, weight, and customs classification.

Where a product is purchased through Etsy, eBay, or another marketplace, certain taxes, VAT, import charges, or shipping charges may be calculated, collected, or displayed by the platform according to its own rules and applicable law.

Refusal to pay customs duties, import VAT, local taxes, or required destination-country charges may result in delay, return, abandonment, or destruction of the shipment. Any resulting costs may be the buyer’s responsibility where legally permitted.

  1. Delivery Estimates

Delivery estimates are informational only and are not guaranteed unless expressly agreed in writing.

Estimated delivery times may vary due to:

  • processing time;
  • packaging time;
  • product type;
  • shipping method;
  • destination;
  • customs processing;
  • carrier delays;
  • weather disruptions;
  • seasonal congestion;
  • public holidays;
  • geopolitical events;
  • sanctions or border restrictions;
  • payment verification;
  • marketplace review procedures.

PETRAVO will make reasonable efforts to provide accurate shipping information, but cannot guarantee third-party carrier performance.

  1. Packaging

PETRAVO products may require careful and protective packaging due to their natural, heavy, fragile, or collectible character.

Packaging may include:

  • protective wrapping;
  • internal cushioning;
  • reinforced boxes;
  • wooden crates where necessary;
  • corner protection;
  • shock protection;
  • moisture protection;
  • labeling for fragile handling;
  • insurance-related packaging requirements.

For oversized, heavy, high-value, or especially fragile items, special packaging or freight solutions may be required and may increase shipping costs.

  1. Natural Material Disclaimer

PETRAVO works with natural materials including petrified wood, natural stone, wood, and selected natural elements.

These materials may contain:

  • natural color variation;
  • mineral inclusions;
  • organic structures;
  • texture differences;
  • grain variation;
  • natural cracks;
  • cavities;
  • surface irregularities;
  • weight variation;
  • dimensional variation;
  • mineral fractures;
  • naturally occurring imperfections.

Such characteristics are inherent to authentic natural materials and do not necessarily constitute defects.

Photographs are intended to represent products as accurately as possible, but colors, textures, proportions, and surface details may appear differently depending on lighting, screen settings, photography conditions, and natural variation.

  1. Customer Responsibility After Delivery

After delivery, the customer is responsible for suitable handling, unpacking, placement, care, and use of the product.

Petrified wood, stone, wood, and other natural materials may be heavy, fragile, sharp-edged, sensitive to impact, or unsuitable for certain environments.

Customers should:

  • unpack carefully;
  • keep packaging until the product is inspected;
  • avoid dropping or impact;
  • avoid unsuitable cleaning products;
  • avoid unsafe placement;
  • avoid excessive moisture, heat, freezing, or outdoor exposure unless agreed;
  • use professional assistance for heavy or difficult placement where necessary.

PETRAVO is not responsible for damage caused by improper handling, unsuitable placement, misuse, unauthorized modification, incorrect installation, or post-delivery accidents.

  1. Damage During Shipping

Customers should inspect the shipment promptly upon delivery.

If a product arrives visibly damaged, or if the packaging shows signs of serious damage, the customer should contact PETRAVO or the relevant marketplace platform as soon as possible.

Damage reports should include:

  • clear photographs of the product;
  • photographs of all packaging;
  • photographs of external box/crate damage;
  • shipping label;
  • tracking number;
  • order confirmation;
  • description of the damage;
  • date of delivery;
  • any carrier damage report, if available.

Customers should keep all packaging materials until the claim is reviewed, as carriers or insurers may require packaging evidence.

Failure to provide timely evidence may limit the ability to file a carrier, insurance, marketplace, or refund claim.

  1. Lost, Delayed, or Returned Shipments

If a shipment is delayed, PETRAVO may assist with tracking or communication with the carrier where possible.

PETRAVO is not responsible for delays caused by third-party carriers, customs, incorrect buyer information, failed delivery attempts, unpaid import charges, marketplace systems, or force majeure events.

If a shipment is returned to PETRAVO due to incorrect address, refusal of delivery, unpaid customs charges, failed delivery attempts, or buyer non-response, additional shipping, return, storage, customs, or handling costs may be the buyer’s responsibility where legally permitted.

Refund eligibility in such cases will depend on the product type, sales channel, applicable law, marketplace rules, and actual costs incurred.

  1. Returns and Right of Withdrawal

Return and cancellation rights depend on:

  • the sales channel;
  • the buyer’s country;
  • the type of product;
  • whether the product is standard, unique, custom-made, personalized, reserved, modified, or made to the buyer’s specifications;
  • applicable consumer protection law;
  • the marketplace’s own return rules.

For eligible online consumer purchases in the European Union and European Economic Area, a statutory right of withdrawal may apply. In many cases, consumers have 14 days from delivery to notify the seller that they wish to withdraw from the purchase. After notifying the seller, the buyer may have a further period to return the goods, depending on applicable law.

Certain products may be excluded from the standard right of withdrawal where permitted by law. This may include goods that are made to the consumer’s specifications, clearly personalized, custom-made, specially sourced, altered, modified, or prepared specifically for the buyer.

Nothing in this Policy limits mandatory consumer rights that cannot legally be excluded.

  1. Return Eligibility

Where a return is accepted, the product must normally be:

  • unused;
  • undamaged;
  • unaltered;
  • returned in original or equivalent protective packaging;
  • safely packed for return transport;
  • returned with tracking where required;
  • returned according to PETRAVO’s or the marketplace’s instructions.

Unauthorized returns may be refused, delayed, or returned to the sender where legally permitted.

Customers should not return products without first contacting PETRAVO or following the relevant marketplace return procedure.

For fragile, heavy, high-value, or oversized items, return shipping must be suitable for the product and may require insurance, tracking, freight handling, or special packaging.

The buyer may be responsible for return shipping costs unless applicable law, marketplace rules, or a separate written agreement provides otherwise.

Your Europe explains that, in many EU online purchase cases, consumers are responsible for return postage and packaging unless the seller failed to inform them of this or offered to cover those costs. (European Union⁠)

  1. Non-Returnable or Restricted Return Products

Where permitted by applicable law, PETRAVO may refuse returns or limit cancellation rights for:

  • custom-made products;
  • personalized products;
  • products made to buyer specifications;
  • specially sourced materials;
  • altered or modified items;
  • reserved pieces prepared specifically for the buyer;
  • products damaged after delivery;
  • products used, installed, modified, or handled improperly;
  • products returned without suitable packaging;
  • products that cannot be safely resold due to their condition.

Unique natural objects are not automatically non-returnable simply because they are unique, but return eligibility may depend on consumer law, product condition, sales channel, customisation, marketplace policy, and whether the product was standard or made to specification.

  1. Refunds

Approved refunds are generally issued to the original payment method or through the relevant marketplace or payment provider.

Refund timelines may vary depending on:

  • marketplace rules;
  • payment provider processing time;
  • bank processing time;
  • card issuer processing time;
  • fraud review;
  • dispute review;
  • international transaction systems;
  • inspection of returned goods;
  • carrier or insurance claim handling.

Original shipping costs, return shipping costs, customs charges, import VAT, brokerage fees, handling fees, insurance costs, and special packaging costs may not always be refundable, depending on applicable law, marketplace rules, reason for return, and transaction terms.

Refunds for returned goods may be reduced where legally permitted if the product has lost value due to handling beyond what is necessary to inspect it.

  1. Cancellations

Cancellation rights depend on the order status and product type.

A cancellation may be easier before:

  • payment is processed;
  • the product is packed;
  • shipping is booked;
  • custom work has started;
  • special material has been sourced;
  • production or modification has begun;
  • the product has been handed to the carrier.

Custom orders, made-to-order items, personalized pieces, reserved items, and specially sourced materials may not be cancellable once work has begun or costs have been incurred, where permitted by law.

For marketplace purchases, cancellation requests may need to be submitted through the relevant platform.

  1. Exchanges

Because many PETRAVO products are unique or one-of-a-kind, direct exchanges may not always be possible.

If an exchange is requested and accepted, the replacement item may differ in color, texture, dimensions, mineral structure, weight, and visual character.

Any price difference, additional shipping cost, customs charge, or handling cost may be the buyer’s responsibility unless otherwise agreed or required by law.

  1. Incorrect or Faulty Items

If you receive an incorrect item, or if the product is materially different from the agreed description, contact PETRAVO or the relevant marketplace platform as soon as possible.

Consumer rights regarding faulty, damaged, incorrect, or misdescribed goods remain protected under applicable law.

In the EU, if goods are faulty or not as advertised, consumers may be entitled to repair, replacement, price reduction, or refund depending on the situation. (European Union⁠)

Natural variation, mineral inclusions, natural cracks, texture differences, and visual irregularities are not automatically defects when they are part of the natural character of the material.

  1. Marketplace Purchases

If a purchase is made through Etsy, eBay, or another marketplace, shipping, returns, refunds, cancellations, payment disputes, and buyer protection procedures may be handled through that platform.

The platform’s own rules may apply in addition to this Policy.

Customers should follow the marketplace’s official return or dispute process where required.

PETRAVO is not responsible for independent marketplace systems, payment provider decisions, buyer protection outcomes, platform delays, account restrictions, or policy changes.

  1. Direct Sales and Future Stripe Payments

PETRAVO may introduce direct sales through PETRAVO.NET in the future, including payments through Stripe or another third-party payment provider.

If direct payment is enabled, the checkout, payment confirmation, refund method, fraud review, and payment processing timeline may depend on the relevant payment provider.

PETRAVO does not intend to store full payment card details on its own servers.

Any direct sale will be subject to the product information, confirmed price, shipping information, return conditions, applicable consumer law, and these Shipping & Returns terms.

  1. Force Majeure

PETRAVO shall not be responsible for failure, delay, loss, or disruption caused by events beyond reasonable control, including:

  • natural disasters;
  • storms;
  • fire;
  • flood;
  • war;
  • civil unrest;
  • strikes;
  • sanctions;
  • governmental restrictions;
  • border closures;
  • customs disruptions;
  • cyber incidents;
  • supplier failures;
  • carrier failures;
  • marketplace outages;
  • payment system disruptions;
  • labor disputes;
  • epidemics or public health restrictions;
  • transportation failures.
  1. Policy Updates

PETRAVO may update this Shipping & Returns Policy from time to time to reflect changes in business operations, shipping practices, marketplace use, legal requirements, payment systems, or website functionality.

The updated version will be published on PETRAVO.NET with a revised effective date.

  1. Contact

If you have questions about shipping, delivery, damage reporting, returns, cancellations, refunds, or custom order logistics, contact us at:

PETRAVO
Email: support@petravo.net
Website: PETRAVO.NET

Registered business details will be added once PETRAVO is formally registered.