Returns and Refunds Policy
Effective date: 1st July 2022
Welcome to the Returns and Refund policy of www.luxurycatzanddogz.com that applies to all purchases of our products.
RETURNS & REFUNDS
Only defected or incorrect items delivered are eligible for a refund/return or exchange.
You must contact Luxury Catz and Dogz at [email protected] in advance before making a refund/return request within 7 (seven) days from the date of receiving the order. Include the order number, a description of the damages, and include pictures if possible. This information is extremely helpful to us in making sure that our products are packaged and shipped properly.
You acknowledge that replacement of item due to change of mind is not allowed. Products must be returned in a clean and new condition, with all packaging and brand labels secure. Opened pet food cans, pouches or sacks are excluded from any return and reimbursement.
We are not responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.
Our company will reimburse the customer no later than 14 days from the day on which we receive the returned goods. We will use the same means of payment as the customer used for the Order, and the customer will not incur any fees for such reimbursement.
IMPORTANT NOTE
You understand and accept that some of our items (including cans) may have some dents on the packaging which are not deemed as a defect as long as the inside materials are in good condition. The cans may encounter dents during the shipping process which are normal and such items will not be eligible for a return/exchange or refund unless the inside product/food material is damaged. Dents will not affect the quality of the pet food and is not a defect.
RETURN ADDRESS
Customers should return the goods to the following address:
Luxury Catz and Dogz
c/o Nirvasian Fulfillment Center
E. Gerodias Street
4023 San Pedro Laguna
Philippines
Please note that the Customer is responsible to pay the Shipping/Delivery fee when returning the product. We recommend that all returns be sent using a traceable carrier. Luxury Catz and Dogz will not be held responsible for packages not received by us that were returned without a tracking number.
We reserve the right to accept or reject a returns and refund request at sole discretion. We do not accept requests in the following circumstances:
• Return/Refund request is made after 7 days from the date of receiving the product.
• Product is used and damaged by the Customer
• Incomplete product or partial order
• Fraudulent Return/Refund request
• Products that are opened or used
CONTACT US
In the event of justified complaints, we will act as accommodating as possible. In the event of complaints, please contact us confidentially by e-mail so that we can quickly clarify the matter to your advantage. If returns should be necessary, e.g. due to a wrong delivery, the resulting postage costs are taken over by us.
You can contact us at [email protected] to initiate a refund/return/exchange request.