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Returns and Refund Policy

=====================>> RETURN POLICY 

Exchanges: 10 days from date of delivery in like-new condition with no visible wear and tear. Buyer must pay for return shipping if not covered by our warranty against manufacturer defects and exchange is not due to our error.

If, for any reason, you are not satisfied with the order you receive, please contact us.

PLEASE NOTE: This warranty only covers manufacturing defects and does not cover:

  1. Damage caused by accident
  2. Improper care
  3. Normal wear and tear
  4. Break down of colors and materials due to sun exposure
  5. Aftermarket modifications

No returns/exchanges for products with water exposure will be accepted.

 

DAMAGED ITEM / LOW QUALITY

For the fastest resolution, please include a photograph demonstrating the poor quality or the damaged area of the item. The most optimal pictures are on a flat surface, with the tag and error clearly displayed.

 

We will use this information to help you with your order, and eliminate errors in the future.

CUSTOM MADE PRODUCTS

The above exchange and return policy do not apply to custom-made products. All of our custom-made products are created fully or in part based on information specific to each individual customer thus have no resell value. As a result, we will NOT ACCEPT the return of such products unless they are damaged. In such case, please make your claim within 10 days of receiving your products by emailing us at support@naturpets.com and attach the photos of products as well as proof of purchase.

Exception: For custom made products, you are allowed to make changes to your order (e.g. changing the size, color, uploaded photos etc.) or cancel your order within 48h. In those cases, please write an Email to our support at support@naturpets.com

====================>> REFUND POLICY 

If you feel the product that you’ve purchased does not show the requirements that you initially had in mind, then you do have the option to request a refund.

Here are the circumstances in which refunds will be granted:

You can get a refund if:

  • You aren't happy with your order: You’ve purchased your Naturpets shop products in the last 5 days and want to return them, we will process the full refund as soon as possible when we receive the items from you
  • The product you’ve purchased is completely non-functional
  • You did not receive your product within 60 business days or 90 business days (South America) of purchase

Please note that refunds can take 3-5 business days to return to your account.

Kindly submit a ticket on our Support Center.


Note: If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.