At The Green Pet Shop, we understand that ensuring your pet’s happiness and comfort is your top priority. That’s why we strive to make our returns, replacements, and warranty process as straightforward and hassle-free as possible. Whether you’re purchasing a cooling mat for your cat or any other product from our store, we want you to feel confident in your purchase.
Understanding Our Return Policy
We gladly accept returns on items in NEW CONDITION within 30 days of your purchase. To ensure a smooth return process, please note the following guidelines:
- Eligibility: Returns are accepted only for products purchased directly from thegreenpetshop.com. If you bought our products from another retailer, please contact them directly for their return policy.
- Condition: Returned items must be in new, unused condition and in their original product packaging. We cannot accept returns for items that are scratched, chewed, covered in pet fur, or not in their original packaging.
- Cooling Mat Considerations: When purchasing a cooling pad, especially for your feline friend, we recommend using a cover or lightweight sheet initially to see if your cat likes the pad. This helps keep the pad in returnable condition should your pet not take to it immediately.
For products returned in unopened, unused, and sellable condition within 30 days of purchase, we offer a full refund of the purchase price. Please note that shipping charges are non-refundable, and we do not provide return shipping labels for defect-free items. We recommend using a delivery confirmation service when returning items for your peace of mind. Refunds are processed within 5 business days of receiving the returned item.
Defective Items and Issues on Our End
If you believe you have received a defective item, please contact us via the contact form on our website within 30 days of receiving your order. In many cases, you won’t need to return the defective item to receive a refund, making the process even easier for you.
In the event that we shipped you the wrong product, we sincerely apologize for the error. Please contact us, and we will promptly issue a return label for the incorrect item and reship your original order at no additional cost to you.
Exchanges and Order Cancellations
Currently, we do not offer direct exchanges. If you need a different item, simply return the original item following our return policy and place a new order for the desired product. We will process the refund for the returned item as soon as we receive it.
Need to cancel an order? Please email us immediately at [email protected] with the subject line “CANCEL ORDER” within one hour of placing your order. While we will do our best to accommodate cancellations, especially outside of holidays and weekends, cancellations are not guaranteed due to our fast processing times. If you made a mistake with a promo code, please contact [email protected] for a price adjustment instead of cancelling and reordering. Refunds or adjustments for cancelled orders are typically processed within 5 business days.
Warranty Information: Ensuring Product Quality
The Green Pet Shop stands behind the quality of our products. We warrant to the original purchaser that our products will be free from manufacturing defects for a specific period from the date of purchase (warranty period varies by product). Our liability under this warranty is limited to replacing the defective product. This warranty does not cover damage caused by accident, misuse, neglect, tampering, or other factors not related to manufacturing defects.
Specific Warranty for Cool Pet Pads
For Cool Pet Pads, including those designed for cats, please inspect your pad immediately upon opening. The Green Pet Shop is not responsible for rips or tears not reported upon initial unboxing.
Within 30 days of receiving your Cool Pet Pad, we will accept returns for pads in new condition or offer a replacement for pads with rips or tears at 50% of the Manufacturer’s Suggested Retail Price (MSRP), provided you submit a photograph of the damage. Please note that the customer is responsible for all shipping and handling costs associated with warranty replacements.
How to Exercise Your Warranty
To initiate a warranty claim, please email [email protected] for return authorization during your product’s warranty period if you experience a malfunction. You will need to provide your original dated proof of purchase to proceed with a warranty claim. Please refer to the product description for specific use instructions to ensure proper product usage.
When contacting us, please include your order number, the item(s) you wish to return, and the reason for the return. Ensure your returns are properly packaged, as we cannot issue credit for items damaged during return shipping.
For approved returns and warranty claims, we will issue a credit within 5 business days to the original method of payment.
Return Address:
Green Pet – Returns
770 Lake Cook Rd Ste 120
Deerfield, IL 60015
If you have any further questions about our returns, replacements, or warranty policies, please don’t hesitate to contact The Green Pet Shop at 1-847-480-1616 or by clicking here. We are here to help ensure you and your pet are completely satisfied with your Green Pet Shop experience, especially when it comes to keeping your feline cool and comfortable with our cooling mats for cats.
