Refund policy
Returns & Refunds
We want you to be happy with your purchase. Please read our return and refund policy carefully before placing an order.
Change-of-Mind Returns
We do not accept returns or offer refunds for change-of-mind purchases. This includes situations where you ordered the wrong item, size, color, or simply no longer want the product.
All sales are final unless the item arrives defective, damaged, incorrect, or otherwise not as described.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, incorrect, or with missing parts due to an error on our part, please contact us via email at admin@alwayswhiskered.com within 15 days of delivery.
Please include:
- Your order number
- Clear photos of the item
- Clear photos of the packaging, if applicable
- A description of the issue
Our team will review the issue and determine the appropriate resolution, which may include a replacement, partial refund, or full refund depending on the circumstances.
Please do not return an item before receiving instructions from us.
Return Eligibility
Where a return is approved, the item must:
- Be unused and in the same condition in which you received it
- Be in its original packaging
- Include all original parts and accessories
Used, worn, washed, altered, damaged through customer use, or incomplete items are not eligible for return unless the issue was caused by our error or the item was defective upon arrival.
Please do not send your purchase directly to the manufacturer unless specifically instructed by us.
Return Shipping
For an approved return that is not due to an error on our part, the customer is responsible for the return shipping cost.
If we provide a return shipping label, the applicable return shipping cost may be deducted from your refund.
Original shipping charges are non-refundable unless the return is due to an error on our part, a defective item, or another circumstance where a full refund is required by applicable law.
Refunds
Once your approved return has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method. Please allow additional time for your bank or payment provider to process and post the refund.
Payment Processing Fees
When a customer requests a cancellation or refund for a reason that is not caused by an error, defect, damage, or failure to fulfill the order, any payment processing fees that are not returned to us by our payment provider may be deducted from the refund, where permitted by applicable law and payment-provider or card-network rules.
We will not deduct payment processing fees from refunds where such a deduction is prohibited by applicable law or payment-provider/card-network rules.
Partial Refunds
A partial refund may be offered, at our discretion and where applicable, if:
- An item is returned in a condition different from how it was received
- An item is missing parts or accessories
- The item has been damaged after delivery for reasons not caused by us
- The item is returned outside the applicable return period
- Another circumstance justifies a partial refund under this policy
Sale Items
Unless otherwise required by applicable law, sale, clearance, and promotional items are final sale and are not eligible for refunds or returns.
Non-Returnable Items
The following items are not eligible for return:
- Gift cards
- Used or worn items
- Items damaged after delivery through customer use
- Sale or clearance items, unless otherwise stated
- Any item specifically identified as non-returnable on its product page
- Exchanges
We do not offer exchanges for change-of-mind purchases.
If you receive an item that is defective, damaged, or incorrect, please contact us within 15 days of delivery. If an exchange is appropriate, we will provide instructions for the replacement.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
We cannot guarantee that an order can be cancelled once it has been processed, shipped, or submitted to our supplier for fulfillment.
If a cancellation is approved after processing has begun, any applicable non-refundable costs or payment processing fees may be deducted from the refund where permitted by applicable law and payment-provider rules.
If we are unable to fulfill your order, we will contact you regarding the available options, including a refund where required.
Refund Timing
Once a refund has been issued, the time it takes to appear in your account depends on your bank or payment provider.
If you have not received your refund after the expected processing period:
- Check your bank account again.
- Contact your credit card company or payment provider.
- Contact your bank.
- If you still have not received your refund, contact us at admin@alwayswhiskered.com.
Important Notice
Our return and refund policy is subject to applicable consumer protection laws and regulations. Nothing in this policy is intended to limit any rights you may have under applicable law.
For questions about returns or refunds, please contact:
Thank you for shopping with Always Whiskered! 🐾