Refund policy
At Harashchenko Trade Solutions, we stand behind the quality of our products. Because we specialize in high-quality Pet Tech and Smart Hiking gear, we want to ensure you are completely satisfied with your purchase.
1. 14-DAY RETURN WINDOW
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be:
* In the same condition that you received it.
* Unworn or unused, with all original tags.
* In its original packaging.
* Accompanied by the receipt or proof of purchase.
To return a product, all items (including instructions) that were supplied in the box with the product must be sent back, including charging cables and everything that was included at the time of purchase. Failure to comply with this requirement may result in the rejection of the claim/charging a fee for the missing item.
After receiving and inspecting your return, we will send you an email to notify you that we have received your returned item. We reserve the right to accept or reject your refund after analyzing the product. We will also notify you of the approval or rejection of your refund. In some cases, where the return is related to defects, we may not require you to return the product; a video with a detailed description of the problem is sufficient.
2. RETURN PROCESS
To start a return, you must contact us at support@petlovertoys.com
* If your return is accepted, we will send you instructions on how and where to send your package.
* Items sent back to us without first requesting a return will not be accepted.
* Please note that returns will need to be sent to our designated processing center (please contact support for the specific address).
3. DAMAGES AND ISSUES (QUALITY GUARANTEE)
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item.
* For Technical Products: For items in our Pet Tech or Smart Hiking collections, we require video or photo proof of the malfunction or damage to evaluate the issue.
* Once verified, we will provide a replacement or a full refund at no additional cost to you.
4. NON-RETURNABLE ITEMS
Certain types of items cannot be returned:
* Custom products (such as special orders or personalized items).
* Personal care goods (such as health products with broken hygiene seals).
* Gift cards.
* Items damaged through normal wear and tear or misuse by the customer.
5. EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
6. RETURN SHIPPING COSTS
Customers are responsible for paying their own shipping costs for returning items unless the product arrived damaged or defective. Shipping costs are non-refundable.
7. REFUNDS
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@petlovertoys.com
