Return & Refund Policy
Last updated December 20, 2023
Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, may return it to us for a full refund, store credit, or an exchange. Please see below for more information on our return policy.
To be eligible for a return, your item/items must be in the same condition that you received, unused, undamaged and in the original product packaging. Proof of the damaged product needs to be documented with videos or photos and shared by email to 'hello@aquagreen.pet' with the subject “Returns: <Order Number>” for obtain a Return Merchandise Authorisation (RMA) number. You’ll also need to include the receipt or proof of purchase.
All Photos or Videos must be shared no more than 12 hours after the parcel has been delivered.
DAMAGE & ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and solve it.
RETURNS
All returns must be postmarked within ten (10) days of the purchase date. All returned items must be in new and unused condition, with all original tag labels attached.
If a product does not meet these requirements we reserve the right to deny the return if we feel that it is warranted.
Who pays for shipping?
In the event an item is damaged during transit etc, 'Aqua Green Pet' will take on the expense.
If your return is accepted, we’ll send you a return shipping label with Return Merchandise Authorisation (RMA) number, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Time of Delivery will be taken according to the time mentioned in the Courier company website.
REFUND & EXCHANGES
After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least seven (7) days from the receipt of your item to process your return or exchange. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your card company. We will notify you by email when your return has been processed. WE DO NOT REFUND THE SHIPPING COST OR PACKING COST
CANCELLATION POLICY
The customer can choose to cancel an order any time before it's dispatched. The order cannot be cancelled once it's out for delivery. However, the customer may choose to reject it at the doorstep.
The time window for cancellation varies based on different categories and the order cannot be cancelled once the specified time has passed. In some cases, the customer may not be allowed to cancel the order for free, post the specified time and a cancellation fee will be charged. The details about the time window mentioned on the product page or order confirmation page will be considered final.
In case of any cancellation from the seller due to unforeseen circumstances, a full refund will be initiated for prepaid orders.
'Aqua Green Pet' reserves the right to accept the cancellation of any order. 'Aqua Green Pet' also reserves the right to waive off or modify the time window or cancellation fee from time to time.
For any queries contact our team at: hello@aquagreen.pet
