At ASA Pets, we value your satisfaction and strive to provide quality products and reliable service. If something isn’t right with your order, our return and refund process is simple and transparent.
1. Eligibility for Returns & Refunds
You may request a return or refund if:
- Your order hasn’t arrived within the delivery timeframe.
- The item is damaged, defective, or not as described.
- You received the wrong item or a missing part.
2. Time Frame for Claims
Please contact us within:
- 45 days for undelivered orders.
- 3 days after delivery for damaged or defective items.
- 7 days for electronics or special items.
For “change of mind” returns, contact us within 30 days of delivery.
3. Return Conditions
- Items must be unused, undamaged, and in original packaging.
- Include all tags, accessories, and documentation.
- Some items, such as personalized or hygiene products, may not be eligible for return.
4. Shipping Costs
- If the issue is due to our error (wrong or damaged item), we cover return shipping.
- For “change of mind” returns, the customer covers shipping.
- Original shipping fees are non-refundable unless the return is our error.
5. Refunds & Replacements
- Once your return is approved and inspected, we’ll process your refund or replacement.
- Refunds are issued to your original payment method.
- You may choose a replacement item if preferred and available.
6. No-Return Cases
In some cases, you may not need to return the item — we may offer a partial refund or replacement if returning is not cost-effective.
7. How to Request a Return or Refund
Please email our support team at support@asapets.com with:
- Your order number
- A brief issue description
- Photos or videos (compulsory)
We’ll review your request and respond with instructions or a return label.
8. Important Notes
- Unauthorized returns may be rejected or delayed.
- Refund eligibility depends on product condition and time limits.
- Customers are responsible for customs fees or taxes on returned items.