If our product(s) is faulty, you will be given the option between a refund or a replacement product, your choice. Pictures and videos of the product, as well as the original packaging will be required in order to begin the refund process. Just a heads up, you have 30 days from your purchase date to begin the refund process. After 30 days of the initial purchase, you will no longer be able to initiate the refund process. Also, please note that after placing an order, cancellation is not always possible, and is up to the discretion of PamperPets as to whether or not an order may be cancelled for a refund. In the case that an order is allowed cancellation, we hold the right to hold 20% of the original purchase as a restocking fee.
In the case of potential fraudulent orders, we will refund all orders Shopify deems to be "high risk" that do not pass our personal inspection as well. Up to 15% of these types of orders may be kept as a processing fee. We will contact the customer email registered with at checkout.
To begin the refund process, please send an email to firstname.lastname@example.org including:
- Your Name
- Order Number
- Description of problem
- How we can help resolve the issue
We will do our best to get back to you within 24 hours, but please understand this may not always be the case. Nonetheless, we will be sure to be in contact as soon as we are able. If we have not responded within five business days, please feel free to escalate the issue with your bank as a chargeback, as we understand the need for urgency in some cases.
Please, if you have any questions feel free to reach out to us!