Flexpetz Returns Policy
Customer satisfaction is paramount at Flexpetz.com We are committed not only to offering the best products at the best prices, but also to ensuring that you and your pet are satisfied with your purchase. If for any reason you are not satisfied, we invite you to return your item(s) to us to receive a store credit or refund according to the following return policies.
Returns Within 30 Days Of Purchase
We accept product returns in their original packaging, in saleable condition within 30 days of invoice date.
Authorized returns are eligible for a flexpetz.com store credit note or a refund in the amount of the total less the cost of shipping and applicable restocking fee.
- All returns must be accompanied by a Return Authorization Number displayed on the shipping label. Please see below for details.
- Returns must be requested within 30 days of invoice date.
- Returned merchandise must be in brand new, resalable condition including the original, manufacturer-sealed packaging and all manuals, warranty cards, and accessories.
- Initial and return shipping charges are the sole responsibility of the purchaser, even in the case of purchases that initially qualified for free shipping. As such, the actual cost of shipping will be deducted from refunds on orders that qualified for free shipping.
- Failure to return free items or gift with purchase items associated with your return will result in a charge for the full retail price of the item.
Returned products that fail to meet any or all of the above conditions may be denied at the discretion of our returns department.
A restocking fee of 20% is charged on all returns of unopened and unused products.
A restocking fee of 35% is charged on all returns of opened and/or used products. Please note that opened or used products must still be in saleable condition. Light usage is acceptable but broken or damaged items will not be accepted. Flexpetz reserves the right to refuse the return of damaged or abused products.
There is no restocking fee applied to returns of items shipped in error or damaged on arrival (during shipping). Please see details below regarding items found to be damaged on arrival.
Should you decide to refuse receipt of an item when delivered, and it was legitimately ordered from us, credit will be issued for the item, minus a 35% restocking fee and the shipping cost if we paid for the shipping. If the refused order is from an "out of country" shipment, any additional charges to get the package back will be deducted from your credit. The credit will be issued once the item has been returned to us and inspected.
Please allow 15-30 days for your return to be processed and a credit or refund issued.
Return Policy Exceptions
The following items are not eligible for return under any circumstances:
- Wire, Twisted Wire, Wire Kits
- Wire Break Detectors
- Personalized Products
- E-mail firstname.lastname@example.org to obtain a Return Authorization Number. Please include the following information: name, e-mail address, invoice number, invoice date, item number, and reason for return. Missing information will result in the decline of your return. Return Authorization Numbers are issued within 2 business days of receipt of email request
- Print and complete the "Return Product Form" and send it back with the returned product. CLICK HERE FOR RETURN FORM
- Package your return in an appropriate box and be sure to write the Return Authorization Number on the outside shipping label of the box. Returns lacking a clearly visible RA # may be refused.
- Send your return via FedEx, UPS, DHL, or USPS. Insuring your shipment and obtaining a tracking number is advisable as Flexpetz.com will not be held responsible for lost or damaged return shipments.
Questions or Concerns?
Any questions or concerns regarding our return policy or your specific return should be directed to our returns department at email@example.com