Return Policy
14-Day Returns
It's important that you inspect your order on delivery, please check if it's in good condition. Pets Are Framily will issue an exchange or a full refund including shipping for any damaged, defective, or mis-shipped items. If your item arrives damaged or defective, please contact us directly for assistance. (Please attach a picture or video of the item(s) showing its original packaging and broken part).
To begin the return process, please send us an email at customers@petsareframily.com.
Return Conditions
Returns must be in the state you received them, unworn or unused, with tags, and in their original packaging.
Please contact us first before returning the item.
The time frame for return must not exceed 14 days from when the original order was received.
What you can't send back
Used products are not returnable.
RETURNS AND REPLACEMENTS
Our return policy spans 14 days. Should more than 14 days have passed since you received your purchase, we regret to inform you that we cannot proceed with a refund or exchange.
To be eligible for a return or replacement, the item you intend to return should be unused and remain in the same condition as when you received it. Furthermore, it must be packaged in its original wrapping. Please note that items not in their original condition, those that are damaged, or those missing parts due to reasons not attributed to our error cannot be accepted for return. Similarly, items returned beyond 14 days of receipt will not be processed.
NOTES: Please avoid returning orders without communicating the reasons for your return.
We kindly request that you refrain from sending your purchase back to the manufacturer.
To facilitate your return, we will require a copy of your receipt or proof of purchase.
REFUNDS
Once your returned item is received and inspected, we will notify you through an email acknowledging the receipt of the returned item. This email will also detail whether your refund request has been approved or declined.
If your request is approved, the refund will be processed, with the credited amount automatically applied to your original method of payment or credit card. The duration for the refund to reflect will depend on the payment method used. Specific details are as follows:
- If your payment was made by credit or debit card, the refund will be forwarded to your card-issuing bank within 7 business days of our receipt of the returned item or cancellation request. If you have further inquiries, we recommend reaching out to your card-issuing bank.
- For payments made through PayPal, refunds will be deposited into your PayPal account within 3 business days.
DELAYED OR MISSING REFUNDS
If you have not yet received your refund, we advise you to initially check your bank account once more.
Subsequently, communicate with your credit card company, as it may require some time for the refund to be officially posted.
In addition, contact your bank, taking into account the typical processing time prior to the posting of a refund.
Should these steps not result in the reception of your refund, kindly reach out to us at customers@petsareframily.com.
SHIPPING
For initiating a product return, please contact us at customers@petsareframily.com. Our team will get in touch with you to provide confirmation before you proceed with returning the product. Failure to await confirmation could render it difficult for our warehouse to identify the sender, potentially leading to issues with refund processing.
Please note that there are no restocking charges applied to consumers returning products.
The duration it takes for your exchanged product to reach you can vary based on your location.
If you are dispatching an item valued at over 50 USD, we recommend considering a traceable shipping service or investing in shipping insurance. Regrettably, we cannot guarantee receipt of your returned item.
NOTES: For returns unrelated to product quality issues, the shipping fee for the returned product will need to be covered by you.
RETURN ADDRESS
To obtain the appropriate return address, please reach out to us at customers@petsareframily.com. (Kindly refrain from returning products prior to obtaining confirmation via email from customers@petsareframily.com.)
IMPORTANT NOTES
The return and replacement policy solely applies to devices acquired from petsareframily.com. If your PetsAreFramily device was purchased through a third-party seller, kindly contact the seller for further assistance.
Upon receiving and verifying that warranties remain valid, we will proceed with a complete refund or replacement for eligible product(s).
Please note that all accessories must be unopened and in new condition to qualify for refunds. For devices to be eligible for replacements or refunds, they should be in "as new" condition and, if possible, in their original sealed packaging. In the event that an accessory is returned without a valid reason, the return shipping fee will be deducted from the refunded amount.
For all returns, the shipment fee is the responsibility of the customer.
In the case of a faulty or dead-on-arrival device, the shipping fee will be reimbursed post-inspection and confirmation of warranty coverage.
For any post-purchase issues, please contact us via customers@petsareframily.com, and we will work toward providing a solution tailored to your specific situation.