If you do not satisfied with our goods and want to send them back to get a refund or an exchange, you can send a message to our after-sale Customer Service (email address: Contact@petsguarded.com), they will reply you in 24 hours(except weekends) and give you some useful advice.
1. Please contact us before sending the item back to us for a refund. We do not accept returned items that were sent back by you directly without checking with us first.
2. Write your order number on the package, like PS0001 to make your package be recognized easily, so we can solve your problem as soon as possible.
3. You have to undertake return express fees by yourself.
4. After we make sure that we have received the return package, we will contact you and give you a refund or an exchange.
New after-sale policy 2021
Ⅰ. Returns can be accepted within 15 days as below
The returns from our customers are acceptable within 15 days after you get the package. when we confirm the arrival of the package you returned, we 'll refund you the payment. Items that can be returned or refunded of receiving must follow the criteria as below:
1. Please make sure the products are unused and will not affect the secondary sales.
2. Faulty items damaged/broken, or soiled upon arrival.
3. Items received in the incorrect size/color.
4. Because that we charged the shipping fee in behave of the shipping company, we will only refund you the good price which is responsibility.
5. After returning the products, please inform us the following information in your account where you can find a chart
① Order No., for example, PS0001
② Item barcode No., for example, 944769
③ Quantity of each item
④ Photo of the products you sent back
⑤ Photo of the shipping label on the package petsguarded.com sent to you
⑥ Photo of the shipping label in the package you sent to pat-pet.com
⑦ The unique barcode on the item which is stick to the package of the item
8. The shipping fee charged by the courier company, so the returning shipping fee will be afforded by your side.
1. Please consult the customer service about the information we need before sending back the package.
2. Send the package back to us.
3. After returning the products, please offer our customer service the information you collect above or add to your account, where you can find a chart to upload the information.
4. After confirming the information, we will refund the money to your account directly. But the amount is frozen which can be used until we get the package.
5. We will activate the refund in your account when we get the package, then you can use that for a new order.
Ⅱ.Unconditionally refund accepted for wrong items
The refund request from our customers is acceptable unconditionally if customer service confirms petsguarded.com send you the wrong item.
1. Pls make sure the products unused before you sending back and inform us the following information：
① Order No., for example, PS0002
② Item No. , for example, 00012_B_M
③ Item barcode No., for example, 944769
④ Photo of the products you sent back
⑤ Photo of the shipping label on the package petsguarded.com.com sent to you
2. petsguarded.com will confirm the information
3. After we making sure that we sent you the wrong item, we will refund you the amount to your account which you can use for a new order or inform our financial staff refund back to your Paypal account or others if you like.
We offer the full refund on any items that are found to be faulty or damaged due to our fault. Damage caused because of the fault of the third party or customer's own fault cannot apply for the refund.
We also offer a partial refund on returned items which have some original parts missing. In such a case, the customer can only get the partial refund.
Customers will only be charged once for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product. In the case of free post, consumers are responsible for the return shipping cost.
Customized Products Refunds
After 24 hours from order time, canceling order or change size or custom information will be charged 20% of order amount for commission charge if the order status is PROCESSING ( usually we need 7-10 business days to prepare your order)