At PrePaw, we strive to provide the best products and services to our customers. Your satisfaction is our top priority, and we want to ensure that you are completely happy with your purchase. If, for any reason, you are not satisfied with your order, you may return it within 30 days of the delivery date for a refund, subject to the conditions outlined below.
Conditions for Refund:
The product must be returned in the same condition as it was received. This includes all original packaging, accessories, and documentation.
In case of a defective unit, it is mandatory for the customer to provide a video showing the faulty unit. This video should clearly show the problem with the unit. Failure to provide such a video may result in denial of the refund or replacement request.
If the returned product is not in the same condition as it was received or has been damaged, we reserve the right to charge a 20% restocking fee.
To initiate a return, please contact our customer support team within 30 days of receiving your order. We will provide you with instructions on how to proceed with the return process.
Customers are responsible for the cost of return shipping, unless the return is due to a defect or an error on our part.
Once we receive your returned item, we will inspect it to ensure that it meets the conditions outlined above. If your return is approved, a refund will be issued to your original payment method within 5-7 business days.
If your return is not approved due to failure to meet the above conditions, our customer support team will contact you to discuss the next steps.
We appreciate your understanding and hope that our refund policy provides you with the confidence to shop with us. If you have any questions or concerns, please do not hesitate to reach out to our customer support team. We are here to help and will do our best to resolve any issues you may have.
Items Lost in Transit:
In the rare event that your order is lost in transit, we will do our best to assist you in locating the package. If the carrier confirms that the package is lost, we will either replace the item(s) or issue a refund, at our discretion.
To report a lost package, please contact our customer support team within 7 days of the expected delivery date. We will work closely with the carrier to investigate the issue and keep you informed throughout the process.
Lost or Stolen Packages:
PrePaw is not responsible for packages that have been confirmed as delivered by the carrier but are lost or stolen after delivery. We understand that this can be a frustrating situation, and we recommend taking the following steps to help locate your package:
- Check with neighbors or anyone else who may have received the package on your behalf.
- Contact the carrier to inquire about the delivery and ask if they have any additional information.
- File a report with your local police department if you believe the package has been stolen.