Refund Policy
We want to ensure that you have a satisfactory shopping experience, and we understand that returns may sometimes be necessary. Please find below our return policy for your reference:
We accept returns for defective and non-defective products.
1. Return Period: We offer a 30-day return window from the date of delivery. If 30 days have elapsed since your purchase, we regret to inform you that we cannot offer a refund or exchange.
2. Eligibility Criteria: To be eligible for a return, the item must meet the following criteria:
a. Unused and Undamaged: The item should be in unused and undamaged condition. It should not show any signs of wear, tear, or alteration.
b. Original Packaging: The item must be returned in its original packaging or similar protective packaging to prevent damage during transit.
c. Specific Product Eligibility: Certain products may have specific eligibility requirements due to their nature, such as hygiene products, perishable goods, or personalised items. For more information regarding the eligibility of specific products, please contact our customer support: EMAIL: support@cecilelepets.com
3. Damaged or Defective Products: In the unfortunate event that you receive a damaged or defective product, we offer a hassle-free return and refund process. Please follow these steps:
Notify Us: Contact our customer support team within 30 days of receiving the product to report the issue. You can reach us at support@cecilelepets.com.
Provide Details: When contacting us, please provide detailed information about the damage or defect, including photographs if possible. This helps us expedite the resolution process.
Return the Product: After receiving confirmation from our team, securely package the item and ship it back to us. We will provide you with a prepaid return label to cover the shipping costs.
Refund or Replacement: Once we receive the returned item, our team will inspect it to verify the damage or defect. Depending on your preference, we will either issue a full refund or send you a replacement product at no additional cost.
4. Issues with Orders: If you encounter any issues with your order, such as missing items or incorrect shipments, please follow these steps:
Contact Us: Reach out to our customer support team within 30 days of receiving your order to report the issue.
Provide Order Details: When contacting us, please provide your order number and details about the issue you encountered. This allows us to quickly locate your order and address the problem.
Resolution Process: Our team will investigate the issue and work to resolve it as quickly as possible. Depending on the nature of the problem, we may offer a refund, replacement, or alternative solution to ensure your satisfaction.
5. Non-Returnable Items
Certain items are not eligible for return, including:
- Gift cards
- Certain items, such as personalized or custom-made products, may not be eligible for return or refund.
- Sale items (unless they are defective or damaged)
6. Return Process: If you wish to initiate a return, kindly follow these steps:
a. Contact Customer Support: Within the 30-day return period, reach out to our customer support team via email or phone. Provide your order details and the reason for the return. Our support team will guide you through the process.
EMAIL: support@cecilelepets.com
b. Approval and Instructions: Once your return request is approved, you will receive a Return Merchandise Authorization (RMA) number and detailed instructions on how to proceed with the return.
c. Secure Packaging: Pack the item securely in its original packaging or similar protective packaging to ensure it remains undamaged during transit. Please make sure to include the RMA number on the package.
d. Shipping: You are responsible for the return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping method to ensure the item's safe return.
7. Inspection and Refund Process: Upon receiving the returned item, our team will inspect it to ensure it meets the eligibility criteria. If approved, we will initiate the refund process. Here are some important points to note:
a. Refund Method: The refund will be processed using the original payment method used for the purchase.
b. Refund Coverage: The refund will cover the cost of the returned item(s) but will exclude any shipping or handling charges.
c. Processing Time: Please allow up to 14 business days for the refund to be reflected in your account. Depending on your payment provider, it may take some time for the refund to reflect in your account.
5. Exchanges: If you wish to exchange an item, please follow the return process as outlined above and then place a new order for the desired item. This will ensure a faster turnaround time for receiving the product you want.
6. Non-Returnable Items: Certain items are non-returnable, including but not limited to gift cards, downloadable software, and items marked as final sale or clearance. Please review the product description or contact our customer support for more information on non-returnable items.
We strive to provide excellent customer service and will do our best to accommodate your return requests within the specified guidelines. If you have any further questions or concerns about our return policy, please don't hesitate to contact our customer support team.
ADDRESS: 525 Randall Ave 361, Cheyenne, WY 82001, USA
EMAIL: support@cecilelepets.com
Monday - Friday, 9 am - 6 pm