Refund Policy
At our store, we want you to be fully satisfied with your pet supplies. However, we understand that sometimes things don’t work out, and we aim to make the return and refund process as simple and clear as possible. Please read our refund policy carefully to ensure a smooth experience.
Eligibility for Refunds
Refunds are only available under the following conditions:
- Return Window: You must return the product within 30 days from the date of purchase. After this period, refunds will not be processed.
- Condition of Items: Refunds are only issued for unused, unopened, and resellable items in their original packaging. We reserve the right to refuse refunds if products show signs of use, damage, or if they are not returned in their original condition.
- Proof of Purchase: A valid proof of purchase, such as an order number or receipt, is required to process a refund.
Refund Process
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Initiate a Return: To request a return, please contact our customer service team within 30 days of receiving your product. We’ll guide you through the return process and provide a prepaid return shipping label for eligible items.
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Return the Product: After receiving the return label, securely package the product and ship it back to us using the label provided. Please note that return shipping costs are the responsibility of the customer unless the product is damaged or defective.
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Inspection and Refund Processing: Once we receive the returned product, it will undergo a thorough inspection. If the product meets the return conditions, we will process your refund.
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Refund Method: Refunds will be issued to the original payment method used for the purchase. Depending on your payment provider, it may take 3-7 business days for the refund to appear in your account.
Important Notes
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Non-Refundable Items: Certain products are non-refundable, including:
- Opened pet food or perishable items
- Customized or personalized items
- Gift cards
- Clearance or sale items (unless otherwise stated)
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Shipping Costs: Shipping fees are non-refundable unless the return is due to an error on our part or if the product is defective.
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Damaged or Defective Products: If you receive a damaged or defective product, please contact us immediately. We will issue a full refund or send you a replacement, depending on your preference.
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Exchange Requests: If you prefer to exchange an item rather than receive a refund, please follow the return process and place a new order for the replacement product.
Why We Do This
Our refund policy is designed to ensure a fair process for both our customers and our business. By requiring items to be returned in their original, unused condition, we maintain product quality and keep costs manageable. We strive to provide excellent service, and our policy ensures that both you and our business can have a positive experience.
Thank you for shopping with us, and we appreciate your understanding of our policy. If you have any questions or need assistance, please don’t hesitate to contact our customer service team.
