If you're not satisfied with a product you ordered, you are covered by our "Satisfied or Refunded" guarantee.
You are eligible for a return if:
• The item is damaged
• It is the wrong size
• It does not meet your expectations
You have 14 days from the date of delivery to return any item that doesn't suit you.
To initiate a return, please contact us first via our contact form or directly by email at mydunnes@gmail.com to submit your return request.
We will then provide you with the return instructions, including the return address.
ORDER CHANGES AFTER SHIPPING
Once an order has been shipped, unfortunately, it is no longer possible to correct a mistake due to the ongoing logistics process.
We strongly encourage you to carefully review your order before finalizing it. Our team is available to assist you with any questions before your order is shipped.
Please note that no refund or return will be possible for an ordering error on your part, unless it was reported to us beforehand.
TERMS & PROCEDURES
Returned items must:
• Not have been used
• Be undamaged
• Be returned in their original packaging with all accessories and in perfect condition
If these conditions are not met, your return will be refused, and the items will be sent back to you at your expense.
Once the item(s) have been received and inspected, you will receive a refund within 2 to 7 days, and no later than 14 days, using the same payment method used for your order.
You are solely responsible for any loss in value resulting from usage beyond what is necessary to determine the nature, characteristics, and proper functioning of the item(s).
RETURN ADDRESS
The return address will be automatically communicated to you once your return request is approved by our team.
RETURNED DELIVERY
If a package is returned to us by the carrier, you will be refunded via the original payment method once the package has been received by our warehouse.
DAMAGED PRODUCT DURING DELIVERY
Please make sure to inspect your package before accepting it from the carrier. If the items appear damaged during shipping, we advise you to refuse the package. It will then be returned to us, and you will be refunded once it has been received.
To file a claim for a delivery-related breakage, the request must be made within 3 calendar days after receiving the item and must include the following supporting documents:
• Photo of the outer packaging
• Photo of the opened box showing the internal protection
• Photo of the shipping label attached
• Photo(s) of the damage(s)
• Photo of the product list
• Photo of the delivery note
We will then open a dispute with the carrier in charge of your delivery.
The carrier has 20 days to provide the necessary information to close the claim. After this period, a full refund will be issued via the same payment method used for your order.
CONTACT
If you have any questions, feel free to contact us at hello@paw-guardian.com — we will respond to your request as soon as possible.