Refund policy
1. Eligibility for Returns
To be eligible for a return, your item must be unused, in its original condition, and in the original packaging. Returns must be initiated within 30 days of receiving the item. Please note that certain products are not eligible for return, including perishable goods, custom or personalized items, and gift cards.
- Non-Returnable Items: These include final sale items, any perishable products, and custom orders.
- Damaged or Defective Products: If your item arrives damaged or defective, please contact us immediately with photos, and we will arrange for a replacement.
2. Return Process
To initiate a return, contact us at thepetquest@gmail.com with your order number and a detailed explanation of your reason for returning the item. We will provide you with further instructions on how to return the item.
- Return Shipping: You are responsible for paying the shipping costs for returning the item unless it was damaged or defective upon arrival. We recommend using a trackable shipping method for your return.
3. Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If your refund is approved, it will be processed within 7-10 business days to your original payment method.
- Partial Refunds: Items returned in less-than-new condition, or past the 30-day return window, may qualify for a partial refund at our discretion.
4. Late or Missing Refunds
If you haven’t received your refund within the stated time, first check with your bank or credit card company as it may take some time before the refund is officially posted. If you still have not received your refund, please contact us at thepetquest@gmail.com for assistance.
5. Exchanges
If your item is damaged or defective, we will happily replace it. Please contact us within 7 days of receiving the product, and we will arrange an exchange at no extra cost.
Contact Us
If you have any questions or need assistance with a refund or return, reach out to us at thepetquest@gmail.com.