Refund and Returns Policy
At TooPets, your satisfaction is our top priority. We strive to ensure that every product you purchase meets the highest standards of quality. However, if you are not completely satisfied with your purchase, we’re here to help.
1. Returns
Eligibility for Returns
- Timeframe: You have 14 days from the date of purchase to return an item.
- Condition: To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging.
- Proof of Purchase: A receipt or proof of purchase is required to process your return.
Non-Returnable Items
- Perishable Goods: Items such as opened pet food or treats cannot be returned.
- Custom Products: Personalized or custom-made items are not eligible for returns.
- Gift Cards: Gift cards cannot be returned or refunded.
How to Return an Item
- Contact Us: Email us at support@toopets.com.kw or call us at +965-XXXX-XXXX to initiate a return.
- Return Shipping: If the return is due to a mistake on our part or a defective product, we will cover the return shipping costs. For other returns, the customer is responsible for return shipping.
- Shipping Address: We will provide the return address and instructions once your return request is approved.
2. Refunds
Refund Process
- Inspection: Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.
- Processing: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.
Late or Missing Refunds
- Check Your Account: If you haven’t received a refund yet, first check your bank account or payment method.
- Contact Your Bank or Credit Card Company: It may take some time before your refund is officially posted.
- Contact Us: If you’ve done all of this and still have not received your refund, please contact us at support@toopets.com.kw.
3. Exchanges
Defective or Damaged Items
- Exchanges: We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us within 14 days of receiving your order.
How to Request an Exchange
- Contact Us: Email us at support@toopets.com.kw or call us at +965-XXXX-XXXX with details of the issue.
- Replacement: Once approved, we will send you a replacement product at no additional cost.
4. Sale Items
- Non-Refundable: Only regular-priced items may be refunded. Sale items cannot be refunded unless they are defective or damaged.
5. Gifts
Gift Returns
- Refunds: If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return.
- Gift Credit: Once the returned item is received, a gift certificate will be mailed to you.
6. Contact Information
If you have any questions about our Refund and Returns Policy, please contact us:
- Email: support@toopets.com
- Phone: +965-XXXX-XXXX
- Business Hours: Sunday to Thursday, 9 AM – 5 PM (Kuwait Time)
7. Changes to This Policy
We reserve the right to update this Refund and Returns Policy at any time. Any changes will be posted on this page, and the revised policy will apply to all purchases made after the effective date of the update.
