Refund and Exchange Policy
Your satisfaction is our top priority. We understand the difficulty of choosing personal items online, so we offer refund and exchange services in line with the following rules, and we aim to ensure you are 100% satisfied with your shopping experience.
1. Refund & Exchange Time Limit
• Regular orders: Returns or exchanges must be initiated within 10 days of receiving the product.
• Orders shipped to the EU: You have the statutory right to cancel or return the order within 14 days of receipt for no reason (EU 14-Day Cooling-Off Period).
• No refund or exchange service will be provided if the above time limit has expired.
2. Eligibility for Returns & Exchanges
1. The item must be unworn/unused, in the same condition as received, and in its original packaging; regular wear and tear of the product is not eligible for replacement or refund.
2. You must provide valid proof of purchase/receipt, order number, and product photos (required for return application).
3. Final sale items: Free items obtained from special offers are not eligible for returns or exchanges (if applicable).
4. After a successful exchange, the exchanged item(s) will no longer qualify for a refund.
3. Return Application & Processing Process
Step 1: Contact Customer Service to Apply
Email our customer service at inquiry@anniepettsatsa.com, and provide your proof of purchase, order number, product photos, and specific reason for return/exchange. We will respond to your application within 1-3 business days (this response time is not included in the return deadline).
Step 2: Ship the Product After Approval
1. After receiving our return approval, you need to send the returned product within 3 working days.
2. Important Note: Do not return the product to the address shown on the original package; we will notify you of the designated return address via email. Return labels will be provided only for defective products within the policy time via email.
3. Once the product is shipped, please email the shipping tracking information to inquiry@anniepettsatsa.com for our record.
4. You may use your own shipping method; we highly recommend choosing a carrier that provides a tracking number and retain the number for your records. We are not responsible for packages lost in transit if sent via a non-trackable carrier.
Step 3: Inspection & Refund/Exchange Processing
1. After we receive and inspect the returned product, we will send you an email to notify you of the approval or rejection of your refund/exchange application.
2. If approved:
￮ Refund: Will be processed via your original payment method within 10 business days (it may take additional time for your bank/credit card company to process and post the refund, which is beyond our control).
￮ Exchange: We will arrange the delivery of the replacement item for you as soon as it is in stock (the delivery time of the exchanged item may vary according to your shipping location).
3. If more than 10 business days have passed since your return was approved and you have not received the refund, please contact us at inquiry@anniepettsatsa.com for confirmation.
4. Return Shipping Cost & Other Expense Bearings
You are typically responsible for the return shipping costs; return shipping costs are non-refundable, and if you receive a refund, the self-paid return shipping cost will be deducted from the refund amount. The shipping costs and additional service charges of the original order are non-refundable in all cases.
We will cover the return shipping costs (and other related costs) if the return/exchange is caused by our errors, including the following situations:
1. Product damage or wear caused by violent transportation during shipping.
2. Incorrect product shipped, or the product does not match your order (including missing items).
3. Incorrect logistics information provided by us resulting in a failed delivery.
4. Defective/ faulty products received.
Process for Merchant to Bear the Costs
1. All cost reimbursements will be made via PayPal; you need to provide valid proof of freight payment/receipt (and proof of payment for other related costs if applicable) to confirm the amount.
2. We will respond to your cost reimbursement application within 1-3 business days after receiving the proof; if approved, the payment will be made to you via PayPal within 5 working days.
3. All information related to cost bearing and reimbursement will be communicated with you via email.
5. Special Provisions
1. In some special circumstances, you may receive a refund while keeping the defective/ problematic product (arranged by our customer service).
2. For all refund matters not specified in this policy, the default is a full refund (excluding non-refundable costs such as original order shipping fees).
6. Late or Missing Refunds
If you have not received your refund after the approved processing period, please follow the steps below to check first:
1. Recheck your bank account/ payment account balance.
2. Contact your credit card company/bank to confirm the refund processing time (financial institutions often have their own processing cycles).
3. If the above checks are completed and you still have not received the refund, please contact our customer service at inquiry@anniepettsatsa.com for assistance.