Welcome to Petites Paws, where we prioritize your satisfaction and peace of mind. We understand that shopping online comes with its uncertainties, and we're here to support you from start to finish. While we hope you adore your purchases, we recognize that sometimes a return may be necessary. Our refund policy is designed to be straightforward, fair, and customer-friendly.
PETITES PAWS REFUND GUARANTEE:
If you change your mind about the items you have purchased from us, we will refund the purchase price (minus the shipping costs) or exchange those products, subject to the following conditions:
- The item is unworn, unwashed and unused.
- The item returns to us in its original packaging.
To initiate a refund, please contact our Support Team via our Contact Us page or by emailing firstname.lastname@example.org within 30 days of your purchase. Upon successful return of the item in its original condition, we will refund the purchase price, excluding delivery charges and discounts, using your original payment method. This process will be completed within 5 - 7 business days after we receive and verify the condition of the returned item.
SPECIFIC REFUND CONDITIONS:
DELIVERY ISSUES & SHIPPED ITEMS:
‧ We do not issue refunds for delivery issues caused by customer inaction or error, such as non-availability for delivery, incorrect address details, or failure to collect the package from a local depot.
‧ Refunds are not available for items once they have been shipped, due to the costs and logistics involved.
REFUND & RETURN EXCEPTIONS:
‧ Some product categories, like clothing items, mugs, and sale items, are considered final sale and are not eligible for returns or refunds, except in cases of defects.
‧ For hygiene reasons, items intended for use with pets, pet bedding, pet clothing, and jewelry may also be excluded from returns and refunds.
If your item arrives in an unsatisfactory condition or is damaged, we will address the issue promptly. Please provide photos of the damage via our Support Desk. Depending on the circumstances and the extent of the damage, we may offer a replacement or a full refund, at the discretion of our Management Team.
RETURN/REFUND SHIPPING COSTS:
Refunds cover the cost of the item but do not include shipping costs and discounts. Customers are responsible for shipping costs when returning items. We currently do not provide return labels.
Please ensure accuracy when entering your address details. Changes or refunds due to incorrect address entries post-shipment are generally not possible.
ORDERS MARKED AS DELIVERED BY DOMESTIC POSTAL SERVICE:
For items marked as delivered by domestic postal services but not received, we may resend a replacement at our discretion. However, refunds are not typically provided in these scenarios.
Unfortunately, from time to time, delays in shipping can occur due to factors beyond our control. We strive for timely delivery, but in case of such delays, we are unable to cancel or issue refunds for orders that are still in transit and trackable. We understand this can be frustrating, and we appreciate your patience and understanding in these situations. Rest assured, we are committed to ensuring your order reaches you.
Regular priced items may be refunded. Items marked as Clearance are final sale unless defective.
For any inquiries or assistance regarding our refund policy, or if you have concerns about your order, please don’t hesitate to reach out at email@example.com. We're dedicated to ensuring a smooth and enjoyable shopping experience for you and your beloved pets.