Tug Pet Products, LLC - Returns and Refunds Policy
RETURNS AND REFUNDS POLICY
1. Warranty
Our products are covered by a warranty for a period of 1 year from the purchase date, which covers manufacturing defects only. This warranty does not cover damage to the product caused by the user or their pet. Chewing damage from pets and normal wear-and-tear are not covered by the warranty.
If you believe your product has a manufacturing defect and is eligible for warranty coverage, please contact our customer support team at support@tugleash.com with as much information as possible regarding your claim. Alternatively, you can fill out the warranty claim form available at tugsupport.com. Our team will review your claim and provide further instructions on how to proceed.
2. General Returns (Unused Products)
If you change your mind about a purchase and wish to return an unused product for a refund, please review the following guidelines:
- The product must be unused, in its original packaging, and in the same condition as when you received it.
- The return must be requested within 30 days from the date of purchase.
- You are responsible for the return shipping costs.
- We recommend using a trackable shipping method to ensure the product is returned safely.
Once we receive the returned product and verify its condition, we will process your refund. The refund will be issued to the original payment method used for the purchase. Please note that shipping costs and any applicable restocking fees will be deducted from the refund amount.
3. Non-Returnable Items
The following items are not eligible for returns or refunds:
- Used or damaged products.
- Products without their original packaging.
- Products purchased through third-party retailers. Please refer to their respective return policies.
4. Damaged or Defective Products
If your product arrives damaged or defective, please contact our customer support team at support@tugleash.com within 48 hours of receiving the product. To expedite the process, please provide detailed information and include any relevant photos of the damaged or defective item. We will work with you to find a suitable solution, such as a replacement or refund.
5. Refund Processing Time
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed within a reasonable timeframe. Please note that depending on your payment method and financial institution, it may take additional time for the refund to be reflected in your account.
6. Contact Information
If you have any questions or concerns regarding our Returns and Refunds Policy, please contact us at support@tugleash.com or through our customer support form available on our website.
