Pethearthcell and we are committed to providing the most satisfying experience for you and your pet. If you are not completely satisfied with your purchase, we are happy to offer our support.
1. Overview
Pethearthcell always prioritizes product quality. This refund policy outlines your rights regarding returns and refunds, as well as our obligations. Placing an order signifies your agreement to these terms. We comply with consumer protection laws in the UK, EU, and US.
2. 14-Day Right to Return (Change Your Mind)
If you are not satisfied with your purchase for any reason, you have the right to cancel your order within 14 days of receiving the item.
Conditions: Items must be returned in their original packaging.
Process: For returns, please contact us at descanso@pethearthcell.com. We will provide you with return authorization.
Return Address:
Please return the product to the warehouse nearest to you:
US Customers:
2903 S. Davy Crockett Pkwy, Memphis, TN 38118, USA
European Customers:
Via della Libertà, 1, 37066 Sommacampagna VR, Italy
3. Damaged or Defective Goods
Your convenience is always our top priority. If you receive defective, damaged, or incorrect goods:
Proof: Please send us photos or videos of the damage via email.
Based on the evidence you provide, we will inspect the goods on a case-by-case basis and may offer a replacement or a full refund.
4. Lost Packages and Shipping Delays
We work with reputable carriers (DHL, FedEx, UPS). However, in the event of unforeseen delays:
Investigation Period: If your order does not arrive within the standard 3-7 business days, please give us a 3-5 business day grace period to track the package.
Money-back Guarantee: If the package is confirmed lost or not delivered by this deadline, we will provide a full refund or resend the item free of charge.
5. Refunds and Processing
Method: All refunds will be credited to your original payment method (Visa, Mastercard, American Express, Apple Pay, Google Pay, etc.).
Time: 5-10 business days, depending on your financial institution.
6. Contact Us
If you have any questions about refunds or initiating a return, please contact our support team:
Email: descanso@pethearthcell.com
Phone: +44 7833764680
Company Address: 47 Foxglove Cl, Witham CM8 2XN UK