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At ROBERT ALAN LLC, we are committed to providing high-quality pet products and customer satisfaction. If you are not fully satisfied with your purchase, please review our Returns Policy below.
1. Return Eligibility
You may return most items within 30 days of receiving your order for a full refund or exchange. To be eligible for a return:
- The item must be unused, in its original condition, and in the original packaging.
- The return must be accompanied by the original receipt or proof of purchase.
- Certain products, such as perishable goods, personalized items, or clearance items, may not be eligible for return. Please check product-specific return instructions.
2. How to Initiate a Return
To begin the return process, please contact us at [email protected] with the following information:
- Order number
- Item(s) you wish to return
- Reason for the return
Our customer service team will provide you with detailed instructions on how to return the item(s).
3. Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to a defect or error on our part. We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we cannot guarantee that we will receive the returned item.
4. Refund Process
Once we receive and inspect your returned item(s), we will notify you of the status of your refund. If your return is approved, your refund will be processed to the original payment method within 7-10 business days.
Please note that shipping charges are non-refundable unless the return is due to a mistake made by us.
5. Exchanges
If you wish to exchange an item, please follow the same steps as for a return, indicating the item you would like to receive as an exchange. Depending on availability, we will process your exchange request and notify you of the next steps.
6. Damaged or Defective Items
If you receive an item that is damaged or defective, please contact us within 7 days of receiving your order. We will offer a full refund or replacement at no additional cost to you.
7. Final Sale Items
Some items may be marked as “Final Sale” and are not eligible for return or exchange. These items will be clearly noted on the product page.
8. Contact Us
If you have any questions about our Returns Policy or need assistance with a return, please feel free to contact us:
Email: [email protected]