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Refunds and Returns Policy

TO ALL OUR DEAR CUSTOMERS: We would like to inform you that due to the fewer staff available due to current restrictions, shipments may be subject to slight delays! We thank you in advance for your exceptional patience.

 

RETURNS AND REFUNDS

We offer a 30 day money back guarantee upon receipt of the product to ensure you have the best possible experience.

If you are not satisfied with your purchase contact us immediately and we will solve your problem!

We do not accept returns after the 30 day period from receipt of goods or returns of products purchased with discounts, so contact us as soon as possible to receive a refund or replacement if requested!

ATTENTION: When we refund the products, ONLY the price of the products will be refunded, not the total amount of the order including shipping.

HOW TO RETURN AN ITEM?

Simply send us an email at info@petshopita.com with your order number and why you were dissatisfied with your purchase. 

Orders to be refunded must have been received and / or returned within 30 days of receiving the product. The shipping costs for the return are charged to the customer who will have to send the goods to our warehouse.

(Refund processing may take up to 5 business days depending on the financial institution).

The returned product must be intact and sealed.

SHIPPING OF RETURNS

The shipment of the item to be returned and the related costs are charged to the customer.

WHAT IF THE ITEMS I RECEIVE ARE DEFECTIVE / DAMAGED?

If you have received defective and / or damaged goods, please contact us within 30 days of receiving your order. Please remember to include your order number, photographs of the items and all references related to the receipt of your package and, in accordance with our money back guarantee, we will do our best to resolve the problem as soon as possible!

HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us as soon as possible if you wish to change your order at info@petshopita.com. The order can be changed no later than 24 hours after receipt of payment. After 24 hours, the order will be entrusted to the courier and will no longer be changeable. Orders to be refunded must have been received and / or returned to our warehouse within 30 days of receiving the product. The shipping costs for the return are charged to the customer who will have to send the goods to our warehouse.

If you want to make a return or receive a refund, remember to include the order number and the change you want to make in the email, you will receive confirmation of the change by email.
Orders that have already been packed, shipped or not yet received cannot be modified or canceled until the moment of receipt.

If the order is not delivered or lost after 30 days from the date of purchase, you have the right to request a full refund except in the following cases:

- the delivery failure is due to an incorrect address provided by the customer

- the delivery failure is due to the absence of the customer at the address provided

- the customer, following the delivery failure, due to absence at the address provided, does not collect the package at the storage office. The package is then returned to the warehouse of origin.

To avoid this type of problem, we always recommend checking the tracking code received via email.