1. Returns and Exchanges
We accept returns and exchanges for most items within 30 days of the original purchase date. To initiate a return or exchange, please ensure the following conditions are met:
- The item is in new, unused condition, with original packaging and tags.
- The product is not marked as final sale or otherwise non-returnable.
- You provide proof of purchase (order number or receipt).
2. Non-Returnable Items
Some items are not eligible for returns due to hygiene or safety reasons. These items include, but are not limited to:
- Live plants or animals.
- Water treatments or chemicals that have been opened or used.
- Special or custom orders.
Please review the product description carefully before purchasing to ensure eligibility.
3. How to Return an Item
To return an item, follow these steps:
- Contact Us: Please reach out to our customer support team at email@example.com or use our online contact form. Be sure to include your order number, product details, and reason for return.
- Return Authorization: Once we’ve reviewed your request, we’ll send you a return authorization and detailed instructions on how to proceed.
- Package the Item: Please pack the item securely in its original packaging to prevent any damage during the return shipping.
- Ship the Item: Send the item back to the address provided in the return instructions. You are responsible for the cost of return shipping unless the item is defective or damaged upon arrival.
4. Refunds
After receiving and inspecting the returned item, we will process your refund. If approved, the refund will be issued to the original payment method. Please note:
- Processing Time: Refunds may take 5-10 business days to appear on your bank or credit card statement, depending on your payment provider.
- Restocking Fee: In some cases, a restocking fee may apply, especially for items returned in non-resalable condition.
5. Defective or Damaged Items
If you receive a defective or damaged item, please contact us immediately at email@example.com. We will work with you to either replace the product or provide a full refund at no additional cost to you.
6. Exchanges
If you would like to exchange an item for a different product, please follow the same return procedure outlined above. Once your return is processed, you can place a new order for the desired item.
7. Cancellations
Orders may only be canceled if they have not been processed or shipped. If you need to cancel an order, please contact us within 24 hours of placing the order. Once the order has shipped, it will follow our standard return procedure.