Refund Policy

🐾 40-Day Happy Paws Guarantee

We want you and your pet to absolutely love their purchase! If you're not completely satisfied, we offer a 40-day return window from the date you receive your goodies.

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🔄 How to Start Your Return

Getting started is easy:

1. Contact us within 40 days of delivery
2. Email us at info@petstorecollective.com with:
   • Your order number
   • Items you'd like to return
   • Reason for return (helps us improve!)
3. We'll send you return instructions and approval

Important: Items sent without prior return approval will not be accepted.

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📦 Packaging Your Return

What Can Be Returned

• Any items purchased from our online store
• Items must be unused and in original condition
• Original packaging must be included
• All tags and labels must remain attached

Packing Instructions

• Use the original packaging when possible
• Securely tape your package
• Replace old shipping labels with our new return label
  

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🚚 Return Shipping Details

Shipping Costs

Since we provide free shipping on all orders, return shipping costs are the customer's responsibility.

Safe Return Tips

• Use postal services with insurance and tracking for secure returns
• Send us your tracking number so we can monitor your return and process your refund as quickly as possible
• This helps us get your refund or exchange sorted faster!

Processing Time

Once we receive your return, allow up to 7 business days to process your refund. We'll keep you updated via email throughout the process.

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🔄 Exchanges Made Simple

Size Exchanges

Got the wrong size collar or harness? The fastest way is to return your item and place a new order once your return is approved.

Wrong Item Received

If we sent the wrong item, don't worry! We'll send you the correct one free of charge - just contact us immediately.

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💰 Refunds & Store Credit

Your Options

Choose what works best for you:

• Full refund to your original payment method
• Store credit for future purchases

Refund Process

1. We'll email you after inspecting your returned item
2. Approved refunds are processed to your original payment method
3. Refunds take up to 7 business days to appear in your account

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🚫 What Can't Be Returned

• Sale items - these are final sale
• Gift cards - non-returnable
• Items without original packaging or tags
• Used or damaged items (unless defective upon arrival)

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🔍 Damaged or Defective Items

Inspect your order immediately upon receipt! If you receive:

• Defective items
• Damaged products
• Wrong items

Contact us immediately at info@petstorecollective.com and we'll make it right.

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📍 Important Delivery Notes

Address Accuracy

We're not responsible for undelivered packages due to incorrect address information. Please double-check your shipping details when ordering!

Unexpected Delays

Sometimes Mother Nature or global events can cause delays with:

• Customs processing
• Extreme weather conditions
• Other uncontrollable factors

Contact us if your package takes longer than expected - we're here to help!

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🎨 Product Variations

Colours & Measurements

• Colours may vary slightly due to monitor differences and lighting
• Slight size variations (1-3cm) can occur due to humans measuring slightly differently
• These minor differences don't qualify for returns unless significantly different from described
  

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💌 Need Help?

Your satisfaction and your pet's happiness are our top priorities! We make every effort to ensure your shopping experience is as enjoyable and seamless as possible.

Got questions about returns or need assistance? Just email us at info@petstorecollective.com - we usually reply within 1-2 days and we're always happy to help!