1. What is your return and exchange policy?
- We have a 14-day return and exchange policy, which means you have 14 days after receiving your item to request a return or exchange. You can return unused or unworn items within 7 days for a refund or within 15 days for an exchange.
2. What are the conditions for a return or exchange?
- To be eligible for a return or exchange, items must be unused, unworn, and in their original packaging with the receipt or proof of purchase. Certain items, such as sale items, gift cards, and products noted for hygiene reasons on product pages, are non-returnable.
3. Are there any shipping costs associated with returns?
- If you’re returning an item for a refund, you’ll be responsible for the return shipping costs, even if your order initially qualified for free shipping. Please note that we do not offer free shipping labels for cross-border returns, and we are unable to refund shipping costs.
4. How do I start a return or exchange?
- To initiate a return or exchange, email us at support@voocoo.pet with your order number and details of your request. Once your return is accepted, we will provide instructions on where and how to send your package. Items sent back without first requesting a return will not be accepted.
5. What should I do if my item is damaged or defective?
- Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at support@voocoo.pet so we can evaluate the issue and make it right.
6. How are refunds processed?
- Once we’ve received and inspected your return, we’ll notify you of the approval status. If approved, refunds are issued to the original payment method within 10 business days. Please note that your bank or credit card company may take additional time to process and post the refund.
7. Can I exchange a product instead of returning it?
- Yes, you can exchange unused or unworn items within 15 days of delivery. Customers are responsible for return shipping costs, but we will cover the shipping cost of the exchanged item.
8. What should I do if my pet damages the product?
- If your pet damages the product, it’s not considered a defect or part of regular wear and tear. However, feel free to contact us at support@voocoo.co to see what assistance we can provide.
9. What if I need to return or exchange an international order?
- For international returns or exchanges, please email us at support@voocoo.co for specific instructions.
10. Can I contact you with further questions about returns?
- Absolutely! For any questions related to returns or exchanges, feel free to contact us at support@voocoo.pet.