RETURN & REFUND POLICY

Supercutepets Refund/Return Policy

A Customer is eligible for a refund if they received a faulty/damaged product, provided that the damage was reported to us via our Support email or Facebook messenger within 12 hours of receipt of the package, supported with a photograph/evidence of the fault. This is then subject for review and approval of our Quality Assurance Team. If approved a full refund will be issued. 

CHARGEBACK & DISPUTE POLICY

Filing a chargeback claim when a package has been shipped will result in the possible termination of the package delivery as it will be unfair for us to lose the purchase price and provide the product free of charge. 

Please kindly reach out to our customer support team instead for assistance and tracking updates with our internal systems for best accuracy & support help.

Contact our support team here - supercutepets@outlook.com

REGARDING FILING A CHARGEBACK/DISPUTE WITH YOUR PURCHASE

Before filing any Chargeback or a Dispute, please make sure to contact us first.

Many disputes are caused by misunderstandings, and they are often easy to resolve. 

Please do not file a dispute for "slow delayed" shipping, and contact us instead so we can tend to your order for a proper resolution as soon as possible.

Filing a dispute due to COVID-19 delays may even lead to slower deliveries and if a charge back is raised when packages are updating and moving recently will result in a termination of delivery. 

Due to limited logistic options and a focus on health-related cargo, shipping may take 15-20 business days as per our shipping policy.

Here at Supercutepets we appreciate your trust and patience.

CANCELLATION POLICY

Orders can only be cancelled within 1 hour of purchase as all orders are automatically processed by our systems after this time.

CUSTOMER RECEIVED A FAULTY/DAMAGED PRODUCT:

  • A Customer is eligible for a refund if they received a faulty/damaged product, provided that the damage was reported to us via our Support email or Facebook messenger within 12 hours of receipt of package, supported with a photograph/evidence of the fault. This is then subject for review and approval of our Quality Assurance Team. If approved a full refund will be issued. 

CUSTOMER RECEIVED A VERY DIFFERENT COLOUR TO WHAT WAS ORDERED. 

  • A customers order is eligible for return if they received a very different colour to what was ordered e.g. order pink but received light grey. Report the issue to us within 12 hours supported by a photograph to start your return. The product must be return to the given address in its original and unused packaging to be eligible for a refund.

CUSTOMER RECEIVED THE ‘WRONG’ COLOUR BUT WHICH IS CLOSE TO THE SHADE THEY ORDERED:

  • A Customer is NOT eligible for a refund or a return if they received a colour which is just slightly different from what they ordered(example: Ordered Dark Grey but received a slightly lighter or darker in colour) we suggest to our customers to expect some slight difference in colour due to the lighting used on the product images and/or your device screens colour settings.

30 RETURN POLICY (Non custom products only). 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. (Non custom products only). 

To be eligible for a return, your 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. Items can only be returned if damaged/faulty or the wrong product was received e.g. ordered a harness size large and received a medium.

To start a return, you can contact us at supercutepets@outlook.com. If your return is accepted, we’ll send you a return shipping address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at supercutepets@outlook.com.

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, if it has been accepted then make a separate purchase for the new item.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Our refund/return policy is applicable to ALL orders worldwide.