Refund and Return Policy
Here at SmarchPawz we want you to have complete peace of mind when you choose to shop with us. We completely understand that ordering online can be daunting and we want to make sure you know we are here to help! We hope you love your items as much as we do but understand that in some cases you may need to contact us to organise a return and we are here to make this as easy as possible for you.
SmarchPawz REFUND/EXCHANGE GUARANTEE:
If you change your mind about the items you have purchased from us, we will refund the purchase price (minus the shipping costs) or exchange those products, subject to the following conditions:
- The item is unworn, unwashed and unused.
- The item returns to us in its original packaging.
- The item arrives back to us within 30 days of you receiving. (If you are concerned for any reason that this is not possible please contact us ASAP so we may resolve with you).
- Subject to product specific return policies indicated within the product description and stocking fees.
To complete your return, we require a receipt or proof of purchase along with pictures of the items to be returned or refunded.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. But don’t sweat it, we’re here to help, we’re only happy if you’re happy.
Please note, all orders need an address to ship and changes or corrections can’t be made to the package, once it has been shipped. If this occurs we can no longer issue a refund. We ask all our valuable customers to double check the address they provide to us, before purchasing an item.
All refund issues are processed through our Support Team which you can reach by emailing firstname.lastname@example.org. It is important to contact us ASAP as all returns require the inclusion of a slip containing your Return Authorisation Number which is obtained from a member of our Support Team. We will also provide the nearest location to you where you can send your item(s) back.
If you request a refund, the purchase price excluding delivery charges and/or discounts will be refunded to you using the original payment method. This will be processed within 5 - 7 business days once we have received back the item and are satisfied with the condition. Please note that under no circumstances can we refund onto another credit/debit card for security reasons.
In some specific circumstances we offer store credit if a return is not viable/possible.
Please note that we cannot process exchanges/replacements or refunds after 90 days so please be sure to contact us ASAP.
Each case is unique so if you have any concerns whatsoever with your order and wish to receive further information on any of the above please do not hesitate to contact us at email@example.com.
CLOTHING/APPAREL EXEMPTION & RETURN EXCEPTIONS:
Please note that some clothing items are non-returnable unless there is a defect. If you have any concerns with the item you have ordered or wish to seek further information about an item you are considering ordering please contact us at firstname.lastname@example.org for more information. We also urge you to double-check the sizing charts before ordering to ensure that you have selected the best possible size for you.
Due to hygiene reasons no items intended for use with pets, any pet bedding or any pet clothing will be accepted for returns. If you need any further information please contact us at email@example.com for more information.
If the unlikely event that your item has arrived to you in an unsatisfactory condition or is damaged upon arrival we will fix the problem right away. In order to process this you will be required to provide us with photos of the issue to us at firstname.lastname@example.org.
Each case is different and depending on the circumstances and the severity of the damage we may offer a replacement order/exchange or a full refund. This is down to the discretion of the Management Team.
Please also note that on occasion there may be slight color/shade disparity between the colors of our items on different platforms e.g. mobile/tablet due to tint and contrast difference and we aim to accurately demonstrate all of our products on our website as clearly as we can
RETURN/REFUND SHIPPING COSTS:
All refunds are processed for the full amount paid for the item ordered however please note that the shipping costs are non-refundable.
Please also note that you are responsible for the shipping costs for returning your item. We do not provide return labels at this time. For more information please contact email@example.com.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please make sure to doublecheck your address when you are entering your details on our contact information page. If you have entered the wrong address, moved or need to change a product size/style after your order has been shipped and you have received your shipping confirmation we will be unlikely to be able to accommodate you nor offer you a refund. Please contact us ASAP if you notice a mistake or error so we can contact the warehouse
Please note that we aim to get all of our orders to our customers within the time window outlined on our shipping information page:
Unfortunately from time to time delays can occur. While we appreciate that this can be frustrating we cannot cancel/refund orders that are trackable and still in transit. However on occasion items do get mislaid or held up a substantially long time and we are 100% committed to resolving this fully on a case by case basis.
Each case is different so if you have any concerns whatsoever with your order/the tracking number assigned to your order and wish to receive further information on any of the above please do not hesitate to contact us at firstname.lastname@example.org.
CLEARANCE & FINAL SALE ITEMS:
Only regular priced items may be refunded, If an item has the *Clearance* or *Final Sale* disclaimer in the description it cannot be refunded unless it has been deemed to be defective.