Refund policy

Eligibility Criteria for Returns and Refunds:

  • To qualify for a return or refund, the item must:
    • Be in the same condition as when received.
    • Remain unworn or unused, with tags still attached.
    • Be in its original packaging.
  • Please note that certain items are non-returnable and non-refundable, including:
    • Used products.
    • Perishable goods.
    • Custom products, such as special orders or personalized items.
  • We do accept exchanges.

Timeframe for Returns:

  • You have up to 30 days from the item's delivery date to initiate a return.

How to Initiate a Return or Refund:

  • To start the return process, simply contact us through one of the following methods:
  • Please provide details about the reason for returning the item and any relevant information regarding your return or refund request.
  • After filling out the form, we will send you a shipping label with no cost to send your item to our Portland warehouse:
    • 2709 North Hayden Island Drive Suite 104182 - Portland OR - 97217

Defective Items:

  • Please inspect your order upon delivery.
  • If you receive a defective product or if it was damaged during transit, contact us immediately. Attach pictures showing evidence of damage along with your request.

Refund Processing:

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed within 2 business days. Please note that it may take additional time for the refund to appear in your bank or credit card account, depending on your financial institution's processing times.

 

If you encounter any issues with your purchase or have any questions, our dedicated customer support team is here to help. Do not hesitate to contact us via one of the contact forms provided on our website, or through email: support@ascentpets.com