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POLICIES & RETURNS

At Pets Love Surprises, we want your experience with us to be a pleasant one - which is why we've made our return policy as simple as possible. And if for some reason things don't go quite to plan, we have a dedicated customer service team to make everything right again!

REFUND POLICY

We accept returns for up to 30 days from purchase, providing it is unopened and in original condition (including packaging). If 30 days have gone by since your purchase was delivered, unfortunately, we can’t offer you a refund or exchange.

You can return your order for a refund if the item is faulty. Items returned after 30 days may not qualify for a refund, or may incur an extra restocking fee.

We do not accept returns for refund or exchange, at the exception of items damaged in transit. To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

With our easy return service, you get up to 30 days from purchase to decide if you want to keep or return the item for any reason, as long as they are unused, unwashed and in their original condition – complete with the original packaging, tags, etc.

If your item has a fault and is by no fault of your own, please email us some photos at support@petslovesurprises.com to advise us and obtain a return address. The product must be immediately returned in the condition as received, without any alterations or further damage.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, then your refund will be processed and applied to your credit card or original method of payment, within 3-7 business days.

Please ensure your full address is entered correctly at the checkout prior to completing your order, as customer input errors may result in you not receiving your item(s).

CANCELLATION

You can cancel items or orders that haven't entered the shipping process yet.

Typically, most orders are filled and shipped within 24 to 48 hours from the time they are received. Pets Love Surprises can inform you of the status of your order and advise you whether or not the order can be canceled for a full refund. Once an item is shipped the terms of our Returns policy will take effect. 

Please note: Cancellations requests may be sent via email to support@petslovesurprises.com and will be approved as applicable.

Customers are fully responsible for improperly submitted cancellations.

EXCHANGES (IF APPLICABLE)

We only replace, exchange, or refund items if they arrive defective or damaged. If you need to exchange it for the same item, send us an email at support@petslovesurprises.com and we will organize a replacement. This does not include orders purchased in the incorrect size due to consumer fault or for any change of mind orders. The product must be returned in the condition as received, without any alterations or further damage.

SHIPPING

To return your product, you should email us at support@petslovesurprises.com, where we will supply an address for delivery.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable unless your item has been declared faulty by no fault of your own.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

LOST or STOLEN PACKAGES

Pets Love Surprises is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Pets Love Surprises will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.

PRIVACY POLICY

By using our website, you (the visitor) agree to allow third parties to process your IP address, in order to determine your location for the purpose of currency conversion. You also agree to have that currency stored in a session cookie in your browser (a temporary cookie which gets automatically removed when you close your browser). We do this in order for the selected currency to remain selected and consistent when browsing our website so that the prices can convert to your (the visitor) local currency.

TEXT MARKETING NOTIFICATIONS

By subscribing to Pets Love Surprises text notifications, you agree to receive automated marketing text messages from us about our products and services at the phone number you provided when you subscribed, and that the messages may be sent via automatic telephone dialing system or other technology. Message frequency is recurring. Consent is not a condition of purchase. Message and data rates may apply. Reply STOP, END, CANCEL, UNSUBSCRIBE or QUIT to opt-out and HELP for customer support. You may receive an additional text message confirming your decision to opt-out.  You understand and agree that attempting to opt-out by any means other than texting the opt-out commands above is not a reasonable means of opting out.

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