Refund Policy

Welcome to How My Pet! This Refund Policy outlines the terms and conditions that apply to refunds for our products and services (collectively, the “Services”). We value our customers and are committed to ensuring your satisfaction with our products. By using our Services, you agree to be bound by this Refund Policy. Please read this document carefully, as it forms a binding part of our agreement with you.

1. Pre-Order Refund Conditions

We understand that circumstances may change, and you may need to request a refund for a pre-ordered product. The following conditions apply to refunds for pre-orders:

• Eligibility for Pre-Order Refunds: You may request a refund for your pre-order within 30 days of the original pre-order date. Refunds requested beyond this 30-day period may be considered on a case-by-case basis, but we cannot guarantee approval.
• Product Availability: If the pre-ordered product is unavailable or discontinued, you are entitled to a full refund of the amount paid. We will notify you as soon as possible if a product becomes unavailable.
• Delay in Product Release: If the release of the pre-ordered product is delayed by more than six months from the originally estimated release date, you may request a refund. We will notify you via email if the release is delayed by more than six months. In such cases, we will inform you of the delay and provide instructions on how to proceed with a refund request.
• Change of Mind: If you change your mind about a pre-order, you may cancel and request a refund within the 30-day eligibility period. Please note that refunds for change of mind will not be available after the 30-day window.
• Crowdfunding Pre-Orders: Pre-orders placed as part of a crowdfunding campaign may have different refund conditions. If your pre-order was made through a crowdfunding campaign, please refer to the specific terms and conditions of the campaign, as refunds may be restricted or unavailable in certain situations.

2. Refund Process

We aim to make the refund process as smooth and efficient as possible for our customers. Below are the steps involved in requesting and receiving a refund:

a. Initiating a Refund Request

• Contact Customer Support: To initiate a refund, please contact our customer support team at support@howmypet.com. Provide your order details, including the order number, product name, and reason for the refund request.
• Verification: Our support team will verify your order and eligibility for a refund based on the conditions outlined in this Refund Policy. Verification will typically be completed within 5 business days. We may request additional information or documentation to process your request.

b. Refund Approval

• Review and Decision: Once your refund request is received, our team will review the details and determine whether the request meets our refund conditions. We will communicate our decision to you via email within 10 business days of receiving your request.
• Approval Notification: If your refund request is approved, you will receive an email notification confirming the approval, along with the details of the refund process, including the refund amount and expected processing time. If your request is denied, we will provide an explanation of the reasons for the denial and any available options.

c. Refund Methods

• Original Payment Method: Refunds will be issued to the original payment method used at the time of purchase. Depending on your payment provider, it may take between 5 to 15 business days for the refund to be processed and appear in your account.
• Alternative Refund Methods: If the original payment method is no longer available (e.g., a closed credit card account), please inform our support team. We will work with you to arrange an alternative refund method.
• Partial Refunds: In certain cases, you may be eligible for a partial refund. Partial refunds are generally issued when only a portion of the product or service is returned or if there is an issue with part of the order.

d. Refund Processing Time

• Standard Processing Time: Once a refund is approved, it will be processed within 5 business days. The time it takes for the funds to be credited to your account may vary depending on your payment provider.
• Delays: Please note that refunds may be delayed due to unforeseen circumstances, such as technical issues or bank processing times. If you have not received your refund within 15 business days of approval, please contact our customer support team for assistance.

3. Special Circumstances

We recognize that certain special circumstances may require flexibility in our refund policy. Below are some special cases in which we may deviate from the standard refund terms:

a. Defective or Damaged Products

• Reporting Defects: If you receive a defective or damaged product, please contact our customer support team within 7 days of receiving the product. We may ask for photographs or other evidence of the defect or damage to assess the situation.
• Replacement or Refund: For defective or damaged products, you may choose to receive a replacement or a full refund. In the case of a refund, we will also cover any return shipping costs associated with the defective or damaged product.

b. Incorrect Orders

• Incorrect Product Received: If you receive an incorrect product, please notify us within 7 days of receipt. We will arrange for the return of the incorrect product and ensure that you receive the correct product as soon as possible. If the correct product is unavailable, you will be eligible for a full refund.
• Return Shipping Costs: How My Pet will cover the return shipping costs for incorrect orders. We will provide you with a prepaid return shipping label or other arrangements as needed.

c. Lost or Missing Deliveries

• Lost Shipment: If your order is lost during transit, please contact our customer support team. We will work with the shipping carrier to locate your package. If the package cannot be located, you will be eligible for a full refund or a replacement.
• Delayed Delivery: If your order is significantly delayed beyond the estimated delivery date, you may request a refund. We will assess the situation and provide a refund if the delay is unreasonable and not due to factors beyond our control (e.g., natural disasters or customs delays).

d. Special Promotions and Discounts

• Non-Refundable Items: Products purchased during special promotions or at a discount may be non-refundable. Please refer to the specific terms and conditions of the promotion for details on refund eligibility.
• Store Credit: In some cases, refunds for promotional items may be issued as store credit rather than a cash refund. This will be clearly communicated at the time of purchase.

4. Limitations and Exclusions

While we strive to accommodate our customers, there are certain limitations and exclusions to our refund policy:

• Non-Refundable Services: Certain services, such as customizations, personalization, or consulting fees, may be non-refundable. We will clearly indicate when a service is non-refundable at the time of purchase.
• Digital Products: Digital products, such as downloadable content or subscriptions, are generally non-refundable unless explicitly stated otherwise in the product description.
• Abuse of Refund Policy: We reserve the right to refuse a refund request if we determine that there has been abuse of our refund policy. This includes, but is not limited to, repeated refund requests for the same or similar products without valid reasons.

5. Changes to This Refund Policy

How My Pet reserves the right to modify or update this Refund Policy at any time to reflect changes in our practices, legal requirements, or other factors. We encourage you to review this document periodically to stay informed about your rights and responsibilities.

• Notification of Changes: If we make significant changes to this Refund Policy, we will notify you through our platform or by email. Your continued use of our Services after such changes constitutes your acceptance of the updated terms.

6. Contact Information

If you have any questions or concerns regarding this Refund Policy, please contact us at:

How My Pet Customer Support
Email: support@howmypet.com

By using the How My Pet platform, you acknowledge that you have read, understood, and agree to the refund conditions and processes as described in this document. These policies are designed to ensure a fair and efficient process for refunds while protecting the rights of both How My Pet and our users, enabling us to continue providing valuable products and services for pet owners worldwide.