Shipping policy

Return & Refund Policy

Last Updated: [DATE]

Thank you for shopping with [COMPANY NAME] ("we," "us," "our"). We want you to love what you buy. This Return & Refund Policy explains when and how you can return a product, request a refund, or replace a damaged item. By placing an order with us, you agree to this Policy.

1. Return Window

You may request a return within [30] days of the delivery date. Requests submitted after this window will not be accepted unless required by law.

2. Eligibility for Return

To be eligible for a return, the item must be:

  • In its original, unused, and unworn condition
  • In its original packaging with all tags and labels attached
  • Accompanied by proof of purchase (order number or receipt)

Items that are damaged, missing parts, or show signs of use due to causes other than our error or a manufacturing defect may be refused or subject to a reduced refund.

3. Non-Returnable Items

The following items are final sale and cannot be returned or refunded except where required by law:

  • Opened or used consumable products (including supplements, vitamins, food, beverages, and personal care items)
  • Intimate apparel, swimwear, and earrings (for hygiene reasons)
  • Perishable goods
  • Custom, personalized, or made-to-order items
  • Digital downloads, e-books, and digital products once accessed
  • Gift cards
  • Items marked "Final Sale" at the time of purchase
  • Items returned outside the [30]-day window

Donations made through fundraising campaigns (including pet medical fundraising) are non-refundable once processed, as funds are committed to the relevant cause shortly after receipt.

4. How to Start a Return

To initiate a return:

  1. Email us at [SUPPORT EMAIL] within the return window with your order number, the item(s) you wish to return, and the reason for the return.
  2. We will review your request and, if approved, send you a Return Merchandise Authorization (RMA) and return instructions.
  3. Ship the item to the address provided in the RMA email within [7] days of receiving authorization.

Do not send items back without first receiving an RMA. Unauthorized returns may be refused or delayed.

5. Return Shipping

Unless the return is due to our error (wrong item shipped, defective product, or damage in transit), the customer is responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items. Original shipping charges are non-refundable.

If the return is due to our error or a defective product, we will provide a prepaid return label.

6. Restocking Fee

A restocking fee of up to [15]% may be deducted from the refund for returns that are not due to our error, particularly for large items, oversized orders, or items returned in less-than-original condition. Restocking fees will be disclosed before you ship the item back.

7. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • Approved refunds are issued to the original payment method within [5–10] business days after inspection. Your bank or card issuer may take additional time to post the refund.
  • Original shipping costs are non-refundable except where the return is due to our error.
  • Partial refunds may be issued for items returned in less-than-original condition, missing parts, or returned outside the standard window.

If you have not received your refund after 10 business days from approval, first check with your bank or card issuer. If you still have not received it, contact us at [SUPPORT EMAIL].

8. Exchanges

We do not process direct exchanges. If you need a different size, color, or product, return the original item for a refund (subject to this Policy) and place a new order.

9. Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or incorrect, contact us at [SUPPORT EMAIL] within [7] days of delivery with:

  • Your order number
  • Clear photos of the damaged or incorrect item
  • Photos of the packaging (if damaged in transit)

We will, at our discretion, send a replacement at no cost, issue a full refund, or provide store credit. Claims submitted after 7 days may not be honored.

10. Lost or Stolen Packages

If tracking shows your package was delivered but you did not receive it:

  • Check with neighbors, household members, and your local carrier
  • Contact the carrier directly to file a claim
  • Notify us at [SUPPORT EMAIL] within [7] days of the marked delivery date

We are not responsible for packages marked "delivered" by the carrier, but we will assist with carrier claims where possible. For added protection, we recommend selecting shipping insurance at checkout if available.

11. Order Cancellations

You may request to cancel an order within [12] hours of placing it by emailing [SUPPORT EMAIL]. Once an order has entered processing or shipped, it cannot be canceled and must be handled as a return after delivery.

12. Long Shipping Times

Some of our products ship directly from our suppliers and may take [10–25] business days to arrive, depending on your location. The return window does not begin until the item is delivered. If your order has not arrived within the estimated delivery window, contact us at [SUPPORT EMAIL] and we will investigate.

13. Refused or Undeliverable Packages

If a package is refused at delivery or returned to us as undeliverable due to an incorrect address, missed delivery attempts, or unclaimed status, you will be responsible for the original shipping cost and any return shipping fees. Refunds for refused packages may be reduced by these amounts.

14. Chargebacks

If you have an issue with your order, please contact us first. We are committed to resolving issues fairly. Initiating a chargeback before contacting us may result in additional fees, the cancellation of any future orders, and a permanent ban from our store. Fraudulent chargebacks will be reported to the appropriate authorities.

15. Changes to This Policy

We reserve the right to modify this Policy at any time. Changes are effective when posted on the Site with an updated "Last Updated" date. The Policy in effect at the time of your purchase governs your order.

16. Contact

For all return, refund, or order issues:

[COMPANY NAME] Email: [SUPPORT EMAIL] [MAILING ADDRESS]

We respond to all inquiries within [1–2] business days.

This template is provided for general informational purposes and does not constitute legal advice. Consumer protection laws (including California's Song-Beverly Act, FTC Mail Order Rule, EU Consumer Rights Directive, and platform requirements from Shopify, Stripe, PayPal, and Meta) may impose additional requirements. Customize this Policy to match your actual fulfillment process and have an attorney review before publishing.