Return & Refund Policy
Effective Date: 5th Feb 2025
At SweetCutePets.com, we strive to ensure customer satisfaction. If you are not completely satisfied with your purchase, please review our return and refund policy below.
1. Eligibility for Returns
We accept returns under the following conditions:
- The item must be unused, in its original condition, and in its original packaging.
- Return requests must be made within 30 days from the date of delivery.
- Items that are damaged due to misuse, neglect, or normal wear and tear are not eligible for returns.
- Personalized or custom-made items are non-returnable unless they arrive damaged or defective.
2. Return Process
To initiate a return, follow these steps:
- Contact our customer support at [email protected] with your order number and reason for return.
- Our support team will provide you with return instructions, including the return shipping address.
- Ship the item back to us using a trackable shipping method. We recommend keeping the tracking information for reference.
- Once we receive and inspect the returned item, we will process your refund or replacement.
3. Return Shipping Costs
- If the return is due to a defective, damaged, or incorrect item, we will cover the return shipping costs.
- If the return is due to a change of mind or buyer’s remorse, the customer is responsible for the return shipping costs.
- We are not responsible for lost or stolen return shipments.
4. Refund Policy
Once we receive your return and verify its condition, your refund will be processed:
- Refunds are issued to the original payment method within 5-10 business days after approval.
- Shipping fees (if any) are non-refundable unless the return is due to an error on our part.
- If the item is returned in a non-resalable condition, we reserve the right to issue only a partial refund or deny the refund.
5. Exchanges
- We offer free replacements for defective, damaged, or incorrect items.
- If you need a different size or variant, you may return the original item (following our return process) and place a new order.
6. Non-Returnable Items
The following items cannot be returned:
- Perishable goods (e.g., pet food, treats)
- Personalized or custom-made items
- Items marked as “Final Sale”
- Used or damaged items not due to shipping or manufacturer defect
7. Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 48 hours of delivery with photos or videos of the issue. We will work with you to resolve the problem by offering a replacement or refund.
8. Order Cancellations
- Orders can be canceled within 12 hours of purchase if they have not yet been processed.
- Once an order has been shipped, it cannot be canceled but can be returned following our return policy.
9. Contact Us
For return requests, refunds, or any concerns, please reach out to our support team:
Email: [email protected]
By making a purchase from SweetCutePets.com, you agree to the terms of this Return & Refund Policy.