Política de reembolso
Return and Refund Policy
At EcoTail Pets, your satisfaction is our top priority. We understand that sometimes things don’t go as planned, and we want to make sure you have a hassle-free experience when it comes to returns and refunds. Please read our return and refund policy carefully to understand your rights and obligations.
Returns:
- You have 30 days from the date of delivery to return eligible items for a refund, exchange, or store credit. Please read below for specific conditions and exclusions based on product categories.
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Apparel
- Made-to-Order Policy: All apparel is made to order, and as such, it is final sale for refund purposes.
- Store Credit and Exchanges Only: Apparel can only be returned for store credit or exchanged for an item of equal or lesser value.
- Condition: To qualify, items must be in their original condition, unused, and with all tags attached.
- Processing Time Store credit will be issued within 5-7 days after we receive and inspect the returned apparel.
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Perishable Goods and Personal Care Items
- Eligible for return only if unused, in the same condition as received, and in original packaging.
- Exclusions:Opened or used perishable goods (e.g., treats) and personal care items (e.g., grooming products) are not eligible for return.
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General Return Conditions
- All other eligible items may be returned for a full refund or exchange within 30 days, provided they are unused and in original packaging.
- Sale items are final sales and not eligible for refunds.
- All other eligible items may be returned for a full refund or exchange within 30 days, provided they are unused and in original packaging.
Return Process:
- Request a Return: Email us at support@ecotailpets.com with your order number and reason for the return.
- Receive Return Authorization: We will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and return instructions.
- Ship Your Item: Package the item securely and include the RMA number inside the package. Ship the item back to us using a trackable shipping method.
- Inspection and Refund: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5-7 business days to your original method of payment.
Refunds:
- If your return is approved, we will initiate a refund to your original method of payment.
- Please allow 5-7 business days for the refund to appear on your statement.
- Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Yumkins™ Club Subscription Policy:
- First Charge Happens Right Away: When you subscribe, your first payment is charged immediately and your first Yumkins™ box begins processing.
- Recurring Billing Date: Your subscription renews every month on the same date you originally joined. For example, if you subscribed on March 3rd, your next charge will be April 3rd, and so on.
- Cancel Anytime Before Your Next Charge: You can cancel your subscription at any time before your next billing date to avoid being charged again. If you cancel after your billing date, your current order will still be processed, but future shipments will stop.
- No Refunds on Shipped Orders: Once an order is processed and shipped, it cannot be canceled or refunded. However, you’re always welcome to pause or cancel future shipments anytime before your next billing date.
- Example: If you're charged on April 3rd and cancel on April 4th, the April order will still ship. Your subscription will end before the next billing date on May 3rd.
VIP Membership Annual Policy:
- 30-Day Satisfaction Window: You have 30 calendar days from the date of purchase to cancel your VIP Membership and request a prorated refund for the remaining months or transfer the membership to another companion, friend or family member.
- After 30 Days: Your VIP Membership becomes non-refundable and non-transferable after 30 days from your purchase date.
- Prorated Refunds Work in 30-Day Blocks: Our system processes cancellations in 30-day increments only. If you cancel before 30 days, you’ll still be charged for the full first month, and a refund for the remaining 11 months (or applicable months left) will be issued.
- Example: If you purchased on April 3rd and cancel on April 10th, you’ll pay for the full first month (April 3rd–May 2nd), but the remaining 11 months will be refunded or transferred to someone else you choose.
- After Cancellation: Want to come back later? You’re always welcome to purchase a new VIP Membership at full price any time!
Exchanges:
- If you need to exchange an item for a different size, color, or product, please email us at support@ecotailpets.com to request an exchange.
- Once your exchange request is approved, follow the same process as a return to send back the original item. We will ship the new item to you at no additional cost once we receive the original item
Damaged or Defective Items:
- If you receive a damaged or defective item, please contact us immediately at support@ecotailpets.com with your order number and photos of the damaged or defective item.
- We will arrange for a replacement or refund as quickly as possible.
Non-Returnable Items:
- Gift cards
- Apparel
- Perishable goods (e.g., treats)
- Personal care items (e.g., grooming products)
- Sale items
Contact Information:
- For any questions regarding returns or refunds, please contact our customer service team at support@ecotailpets.com or +1-404-594-3316. We’re available Monday to Friday, 9 AM to 5 PM EST
Thank you for shopping with EcoTail Pets. We appreciate your business and are committed to ensuring you and your pets have a positive experience with our products and services