At Pet Universe USA, we strive to ensure your satisfaction with every order. Here's our refund policy to address any concerns you may have:
1. CUSTOM ORDERS
Please note that custom orders of pet portraits and replica pets are non-refundable due to their personalized nature. However, we offer a 100% money-back guarantee if the product is defective or damaged.
2. RETURN PROCESS
If you encounter any issues with your order, please reach out to us directly at victoria@petuniverseusa.com prior to sending anything back.
Due to the personalized nature of custom orders, such as pet portraits and replica pets, they are non-refundable. However, if you receive a defective or damaged product, we work with you to resolve the matter be it a replacement that we make or a refund. Please contact us prior to returning the item for approval.
Once approved, please send it back to the address we'll specify within 7 days for a refund (excluding shipping). Your satisfaction is of utmost importance to us, and we are here to address any concerns you may have.
3. DAMAGES & ISSUES
We highly recommend inspecting your order upon receipt. If you receive a defective, damaged, or incorrect item, please contact us immediately. We will evaluate the issue and make it right for you.
4. REFUND PROCESS
Please refer to the "Return Process" section above for detailed information on returns. At Pet Universe USA, we are committed to working with our customers individually to resolve any issues that may arise with an order. If, after careful evaluation, a refund is determined to be the appropriate solution, it will be automatically issued to your original payment method. Please note that the processing and posting of the refund by your bank or credit card company may take some time.
We value your satisfaction and are committed to resolving any issues promptly. If you have any further questions or require assistance, please don't hesitate to contact us at victoria@petuniverseusa.com.
