We allow order cancellations prior to submit shipping order. In cases where the cancellation is a result of our responsibility, you will receive a full refund. However, if the cancellation is due to reasons on the customer's end, a 2.7% order transaction fee will be deducted from your refund. Please note that we are unable to cancel orders once shipping order is submitted and the order tracking number comes out.
90 Days Return
If you find yourself unsatisfied with your purchase, you have the option to return the product within a 90-day period starting from the date of product receipt. The product should be in unused condition, without any apparent signs of wear and tear. The responsibility for covering the costs associated with returning the product lies with you, unless the return falls under our warranty for manufacturer defects or if the return is necessary due to an error on our part. To initiate the return process, kindly get in touch with us, providing a thorough description of the issue, including the reason for the return, along with your order number.
One Year Warranty
This warranty exclusively addresses manufacturing defects and excludes coverage for the following:
- Accidental damage
- Inadequate care
- Regular wear and tear
- Fading of colors and material degradation due to sun exposure
- Post-purchase alterations or modifications
- Items that have been exposed to water will not be eligible for returns or exchanges.
1. ELS PET's Responsibility:
If the product you have purchased is completely non-functional or damaged, or if you have not received the product within 90 business days from the time you placed your order, you are eligible for a refund.
In case a customer desires to return items for personal reasons, such returns can be accommodated. However, the customer will bear responsibility for the following aspects:
- Both shipping fees (to and from our warehouse).
- A 4.4% order transaction fee.
- A 5% labor commission and service charge based on the order total value.
The customer is required to provide us with the shipping tracking number and payment proof. Upon receiving this information, we will promptly process the refund. It's important to note that if the item is found to have been intentionally damaged by the customer, a refund will not be provided.
All return requests must receive prior approval from our customer service team. Once approved, you will receive an RMA (Return Merchandise Authorization) form. Items returned without this form will not be accepted.
Returned items should be in brand new, unused, and unworn condition, complete with all original tags and packaging.
For refund requests, the original product cost will be refunded upon receipt of the returned item. However, both the shipping fees to return the item and the original shipping fees are non-refundable.
Returns on discounted items are not accepted unless the customer received an incorrect item or a faulty product.
If the returned items are without any quality issues, the consumer should be responsible for the shipping fee. The exact fee will depend on the express company chosen. However, if the received goods are damaged or incorrect due to our fault, the consumer will not be required to cover the shipping fee for this particular reason. There will be no restocking fee charged to consumers for returning a product. All product accessories (including cat litter) in our store are not subject to returns and refunds.
3. Compensation Time-frame
For returned or exchanged items, we require 3-6 business days to process the solution upon receiving the item(s). Refunds will be issued to the original payment method used for the purchase. Subsequently, the refund time-frame is as follows:
- A credit or debit card within 7-10 business days.
- PayPal account Up to 48 hours.
If you have not yet received the refund, you can take the following steps:
- Double-check your bank or PayPal balance, as there might be a delay in the transaction processing.
- Get in touch with your bank or credit card company. Sometimes, the release of a refund can take some time, usually within 3-5 business days, to reflect in your balance.
If you have completed these steps and still have not received your refund, please reach out to us at firstname.lastname@example.org for further assistance.