PETMMOON Return & Refund Policy
Last Updated: October 15, 2023

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Policy Overview

We aim to ensure transparency in our return and refund processes. Please review the following guidelines carefully.

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Eligibility for Returns/Refunds

✅ Accepted Cases:

• Damaged, defective, or incorrect items

• Unopened/unused items (with original packaging)

• Returns initiated within 30 days of delivery

❌ Non-Accepted Cases:

• Opened or personalized products

• Items damaged due to improper use

• Requests submitted after 30 days

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Required Steps for Returns

1. Submit a Request:

   • Email petmmoon@outlook.com within 30 days of delivery. Include:

     • Order number

     • Product photos/videos (for damaged items)

     • Reason for return

2. Wait for Approval:

   • We will respond within 3 business days with:

     • A unique Return Authorization (RA) number

     • Customized return shipping address (DO NOT ship to the original order address)

3. Ship the Item:

   • Securely package the item with the RA number visible.

   • Recommended to use trackable shipping.

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Refund Processing

• Timeline: Refunds issued within 5-7 business days after receiving and inspecting the returned item.

• Method: Refunded to the original payment account.

• Deductions:

  • Restocking fee: 15% for non-defective returns

  • Return shipping: Customer’s responsibility unless the return is due to our error

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Shipping Guidelines

⚠️ Critical Notes:

• Returns sent to the original order address will not be processed.

• Include the RA number on the package exterior.

• We are not liable for lost returns without tracking.

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Exceptions & Contact

• Non-returnable Items: Clearance sale items, food, or hygiene products (marked at purchase).

• Questions? Contact petmmoon@outlook.com for urgent issues.

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Policy Updates: We reserve the right to modify this policy. Check the “Last Updated” date for revisions.