Refund Policy
Refund Policy – TOLEA PETS
Thank you for choosing TOLEA PETS for your pet supplies. We understand that sometimes a product may not meet your expectations, and we offer a comprehensive return policy to ensure your satisfaction.
1: 10-Day Return Policy
You have 10 days from the day you receive your product to request a return. To be eligible for a return, the item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
2: Return Process
To start a return, you can contact us at alice@tolea.cn. Please include detailed pictures of the product to support your return request. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
3: Refund Options
For returns, we offer product exchanges or credit to your account only. However, if the product is significantly not as described on our website or has serious defects, we will offer a full refund after an assessment by our evaluation department confirms the issue.
4: Shipping Costs
All return shipping costs must be borne by the customer, unless the return is due to our error (e.g., incorrect item). Due to policies of different courier companies, the cost of return shipping may be higher than the original shipping cost.
5: Non-returnable Items
Due to strict health policies, we cannot accept returns on opened food, treats, or any edible items. We advise you to carefully select these products and review your order before submission.
6: Pre-shipment Cancellations
For orders that have not yet been shipped, you may contact our customer service for a full refund. Refunds for orders unable to be shipped due to stock unavailability will also be approved.
7: After 10 Days
Items returned after 10 days may not qualify for a refund, or may be subject to additional return fees and shipping costs.
8: Missed Deliveries
If the product is successfully sent but not received due to the customer not being home, we will assist in rescheduling the delivery. A second delivery fee may be charged by some courier companies, which will be communicated via email. Most companies do not charge for redelivery.
9: Size and Preference Returns
We endeavor to accurately describe the size and weight of our products. Returns based on size discrepancy or personal preference may not be eligible for a refund.
10: Damages and Issues
Please inspect your order upon receipt 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 make it right.
11: Exceptions
Unfortunately, we cannot accept returns on sale items or gift cards.
12: Refunds
Once we’ve received and inspected your return, we’ll let you know if the refund was approved or not. Approved refunds will be processed via the original payment method. Please note that your bank or credit card company may take some time to process and post the refund. Expect the refund process to take 7-14 days after we receive the returned item.
If you have any questions or concerns about our refund policy, please contact us at alice@tolea.cn.