COOL POOCH™ - PREMIUM PET COOLING MAT

We offer a 30-day money back guarantee! So you can shop risk free!

Just send us an email. We want to ensure that you have a satisfactory shopping experience, and we understand that returns may sometimes be necessary. Please find below our return policy for your reference:

1. Return Period: We offer a 30-day return window from the date of delivery. If 30 days have elapsed since your purchase, we regret to inform you that we cannot offer a refund or exchange.

2. Eligibility Criteria: To be eligible for a return, the item must meet the following criteria: 

a. Unused and Undamaged: The item should be in unused and undamaged condition. It should not show any signs of wear, tear, or alteration. 

b. Original Packaging: The item must be returned in its original packaging or similar protective packaging to prevent damage during transit. 

c. Specific Product Eligibility: Certain products may have specific eligibility requirements due to their nature, such as hygiene products, perishable goods, or personalized items. For more information regarding the eligibility of specific products, please contact our customer support.

3. Return Process: If you wish to initiate a return, kindly follow these steps: 

a. Contact Customer Support: Within the 30-day return period, reach out to our customer support team via email or phone. Provide your order details and the reason for the return. Our support team will guide you through the process. 

b. Approval and Instructions: Once your return request is approved, you will receive a Return Merchandise Authorization (RMA) number and detailed instructions on how to proceed with the return. 

c. Secure Packaging: Pack the item securely in its original packaging or similar protective packaging to ensure it remains undamaged during transit. Please make sure to include the RMA number on the package. 

d. Shipping: You are responsible for the return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping method to ensure the item's safe return.

4. Inspection and Refund Process: Upon receiving the returned item, our team will inspect it to ensure it meets the eligibility criteria. If approved, we will initiate the refund process. Here are some important points to note: 

a. Refund Method: The refund will be processed using the original payment method used for the purchase. 

b. Refund Coverage: The refund will cover the cost of the returned item(s) but will exclude any shipping or handling charges. 

c. Processing Time: Depending on your payment provider, it may take some time for the refund to reflect in your account.

5. Exchanges: If you wish to exchange an item, please follow the return process as outlined above and then place a new order for the desired item. This will ensure a faster turnaround time for receiving the product you want.

6. Non-Returnable Items: Certain items are non-returnable, including but not limited to gift cards, downloadable software, and items marked as final sale or clearance. Please review the product description or contact our customer support for more information on non-returnable items.

7. Damaged or Defective Items: If you receive a damaged or defective item, please contact our customer support immediately. We will assist you in resolving the issue by providing a replacement, a refund, or any other necessary solution.

We strive to provide excellent customer service and will do our best to accommodate your return requests within the specified guidelines. If you have any further questions or concerns about our return policy, please don't hesitate to contact our customer support team.