Return & Refund Policy

Return & Refund Policy

Effective Date: [Insert Date]

Thank you for shopping with Kusaila. We value your satisfaction and strive to provide the best pet-related products. If you are not completely satisfied with your purchase, we are here to help.

1. Eligibility for Returns

We accept returns under the following conditions:

  • The item must be unused, undamaged, and in its original packaging.
  • The return request must be initiated within [X] days of receiving the item.
  • Proof of purchase (order number, receipt, or confirmation email) must be provided.
  • Some products, such as perishable goods, hygiene-related items, and customized items, are non-returnable (see Section 5 for details).

2. How to Initiate a Return

To request a return, follow these steps:

  1. Contact Us: Email our support team at [your support email] with your order details and reason for return.
  2. Approval & Instructions: If your return is approved, we will provide you with the return shipping address and instructions.
  3. Shipping the Item: You are responsible for the return shipping costs unless the item is defective or incorrect.
  4. Inspection & Refund: Once we receive your item, we will inspect it and process the refund if it meets our return criteria.

3. Refund Policy

  • Approved refunds will be issued to your original payment method within [X] business days after inspection.
  • If you do not receive your refund within the expected timeframe, please check with your bank or payment provider.
  • Shipping costs are non-refundable, except for cases where we sent the wrong or defective item.

4. Exchanges

We only replace items if they are defective or damaged upon arrival. If you need an exchange for the same item, contact us at [your support email] within [X] days of receiving your order.

5. Non-Returnable Items

Certain products cannot be returned, including:

  • Perishable pet food and treats.
  • Opened or used hygiene-related pet products (e.g., pet shampoos, brushes, litter boxes).
  • Customized or personalized items.
  • Clearance or final sale items.

6. Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Take clear photos of the product and packaging.
  • Email our support team within [X] days of delivery.
  • We will arrange a replacement or refund at no extra cost.

7. Late or Missing Refunds

If you haven’t received a refund yet:

  • Check your bank account or credit card statement.
  • Contact your payment provider, as processing times may vary.
  • If you still have not received your refund after [X] business days, contact us at [your support email].

8. Contact Us

For any questions or concerns regarding returns and refunds, please contact us:
📧 Email: [your support email]
📍 Address: [your store’s address in Spain]
📞 Phone: [your contact number]

We appreciate your trust in Kusaila and are committed to ensuring a smooth shopping experience for you and your pets! 🐾