Refund policy

1. Policy Overview

2. Order Cancellation Rules (Before Shipment)

• Unshipped orders may be fully cancelled within 24 hours after checkout by emailing info@petlibros.shop with your order ID.
• Orders requested for cancellation after 24 hours but before dispatch still qualify for full refunds, but a $8 handling fee will be deducted to cover order processing labor.
• Once your order has been marked “Shipped” with a tracking number, cancellation is no longer available; you must follow our post-delivery return process instead.
• Full refunds for valid cancellations will be issued to your original payment method within 3–5 business days after we confirm cancellation.

3. Return Eligibility & 30-Day Return Window

3.1 Return Timeframe

3.2 Condition Requirements for Valid Returns

1. Main device (stainless steel fountain, smart camera feeder, automatic feeder, bundle set) is unused, unwashed, undamaged, with zero scratches, stains, bite marks or water residue from pet use.
2. Complete original retail packaging, outer carton, instruction manuals, charging cables, power adapters, all bundled accessories, filter packs, trays, and promotional free gifts are returned together with zero missing parts.
3. All protective plastic films, foam inserts, product tags and labels remain intact and attached.
4. Hygiene-sensitive consumables (opened fountain filters, used replacement pumps, RFID tags with collar wear) cannot be returned for general satisfaction reasons.
   
   
   If returned items arrive incomplete, stained, scratched, disassembled or with missing components, we reserve the right to reject the return entirely or deduct a restocking fee from your refund amount.

3.3 Non-Returnable / Final Sale Items (No Refund or Exchange)

1. All opened, used consumable accessories: Capsule fountain replacement filters, Glacier ultrafilter cartridges, pre-opened filter subscription packs, worn RFID collar tags, used pump units.
2. Clearance flash sale items marked -70% off on product listing pages, limited-time deep discount bundle blowout sets.
3. Heavily discounted promotional accessories priced under $10 (excluding unopened full fountain/feeder units).
4. Products damaged by pet chewing, improper disassembly, incorrect power voltage, self-modification, or neglect after delivery.
5. Individual replacement spare parts sold separately: single pumps, single filter refills, single stainless steel trays.
6. Cat toys, scratch boards and cat tree modules with visible scratch marks or pet contact.

4. Two Return Scenarios: Customer-Initiated vs. Store Defect/Damage

4.1 Customer Voluntary Return (Change of Mind, Wrong Size/Model, Not Needed)

• You bear full responsibility for all return shipping fees to send goods back to our designated return warehouse address provided by support. We do not cover return postage for personal satisfaction returns.
• Original outbound shipping charges paid at checkout are non-refundable, even if your original order qualified for free shipping over $150.
• A flat 15% restocking fee will be subtracted from your product refund total after we receive and inspect the returned complete, unused merchandise.
• Refund amount = (Product subtotal – 15% restocking fee) (original shipping and return shipping costs excluded).

4.2 Store Responsibility Returns (Damaged on Arrival, Defective Unit, Wrong Item Shipped)

1. Contact info@petlibros.shop within 48 hours of delivery with clear photos/videos of damaged packaging, broken parts, or mismatched items, plus your order number.
2. We will provide a prepaid return shipping label at no cost to you, fully covering return delivery fees.
3. No restocking fees apply; you can choose either a 100% full refund including original shipping cost, or a free exchange for the correct/undamaged replacement product.
4. For minor component defects (faulty pump, camera connection failure) within the 30-day window, we may ship free replacement accessories without requiring you to return the whole unit, at our sole discretion.

5. Step-by-Step Return Initiation Process

1. Send an email to info@petlibros.shop with subject line “Return Request + Your Full Order Number”.
2. Include in your message: full name, delivery address, purchase date, exact product name/model, clear return reason, and attached supporting media (photos/videos if damaged/defective).
3. Our support team reviews your request within 24–48 business hours and replies with official return approval, warehouse return address, or prepaid shipping label (for store-fault cases).
4. Pack all complete contents securely in the original box to avoid transit damage; incomplete packages will fail inspection.
5. Drop off your return package with the assigned carrier within 7 calendar days after receiving our return instructions. Share your return tracking number by replying to the original support email.
6. Our inspection team processes returned goods within 5 business days after warehouse receipt. We will email you inspection results and confirm your refund or exchange next steps.

6. Refund Processing & Payment Timelines

6.1 Refund Methods

6.2 Processing Timelines

1. Internal store inspection: up to 5 business days after we receive your returned package.
2. Refund submission to payment provider: 1–2 business days after inspection approval.
3. Bank/credit card posting delay: additional 3–10 business days, depending on your financial institution’s settlement schedule. We have no control over bank processing hold times.

6.3 Partial Refund Circumstances

1. Returned item missing original packaging, manuals, bundled accessories or free gifts: partial refund calculated after deducting individual component retail values.
2. Merchandise shows minor signs of use or light cosmetic scratches: 20%–50% deduction applied based on inspection severity.
3. Partial order return (only some items sent back): original free shipping benefit ($150+ order threshold) will be reversed, and initial outbound shipping cost deducted from your partial refund.

7. Exchange Policy Terms

• Exchanges are available only for non-final-sale, undamaged, unused products within the 30-day return window.
• For customer voluntary exchanges (wrong model/color), you pay return shipping to send back the original item, and we cover outbound shipping for your replacement unit. No restocking fee charged for exchange requests instead of refunds.
• For store-error exchanges (damaged/wrong shipment), we cover both return and replacement outbound shipping at zero cost to you.
• Exchange stock availability is not guaranteed; if your requested replacement product is out of stock, we will offer a full refund instead.

8. Warranty vs. Return Policy Separation

9. Shipping Exclusions for Refunds

• Free shipping perks for orders over $150 USD are promotional benefits only and not refundable credit. If you partially or fully return items that drop your order subtotal below $150, the original complimentary shipping value will be subtracted from your final refund amount.
• International customs duties, import taxes, brokerage fees, and cross-border surcharges paid upon delivery are non-refundable under all return scenarios, regardless of whether the return is customer or store-initiated.

10. Policy Amendments & Dispute Resolution

11. Contact for Return Support

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