Returns & Refund Policy
At Enchanted Pet Castle, we understand that sometimes returns are necessary. We want to ensure that you have a hassle-free experience when it comes to returning or refunding your purchase. Please take a moment to familiarize yourself with our returns and refund policy.
30-Day Return Policy
We offer a generous 30-day return policy, starting from the day you receive your item. This means that you have 30 days to request a return if you are not completely satisfied with your purchase.
Eligibility for Return
In order to be eligible for a return, your item must meet the following criteria:
- The item must be in the same condition as when you received it.
- The item must be unworn or unused.
- The item must have all original tags attached.
- The item must be in its original packaging.
- You must provide the receipt or proof of purchase.
Initiating a Return
To start the return process, please contact us. Our customer service team will guide you through the process and provide you with a return shipping label, as well as instructions on where to send your package. Please note that we cannot accept returns that have not been requested in advance.
Damages and Issues
If you receive a defective, damaged, or incorrect item, please inspect it upon receipt and contact us immediately. We will evaluate the issue and make it right.
Exceptions and Non-Returnable Items
While we strive to accommodate all returns, there are certain items that cannot be returned:
- Perishable goods, such as food, flowers, or plants
- Custom products, including special orders or personalized items
- Personal care goods, such as beauty products
- Hazardous materials, flammable liquids, or gases
- Sale items or gift cards
If you have any questions or concerns about the eligibility of your specific item for return, please reach out to us for clarification.
If you wish to exchange an item, the fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item. This will expedite the process and ensure that you receive your desired product as quickly as possible.
European Union 14-Day Cooling Off Period
If your merchandise is being shipped to the European Union, you have the right to cancel or return your order within 14 days, without providing a justification. The same eligibility criteria mentioned above apply to these returns.
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, the refund will be automatically processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us for further assistance.