Return Policy

1. General Policy Overview

At Ikeza Pets, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may be eligible for a refund, exchange, or store credit, subject to the terms and conditions outlined below.

This Refund Policy applies only to purchases made directly through our online store at https://ikezapets.myshopify.com. Purchases made through third-party platforms or resellers are not covered by this policy and must be handled with the original seller.

2. Eligibility for Refunds

To be eligible for a refund, your item must meet the following criteria:

  • The item must be unused, unworn, and in original condition.

  • The item must be in the original packaging, including any tags, instructions, and accessories.

  • You must provide a valid proof of purchase (e.g., order number, receipt, confirmation email).

  • Your request must be made within 30 calendar days from the date of delivery as confirmed by the shipping carrier.

3. Non-Refundable Items

The following items are non-refundable and are not eligible for return or exchange:

  • Items that have been used, damaged by the customer, or are not in their original condition

  • Items returned without original packaging, tags, or accessories

  • Personalized, custom-modified, or limited-edition products

  • Items marked as “Final Sale” at the time of purchase

  • Returns requested after the 30-day eligibility window

Products that do not meet these conditions will be returned to the customer at their expense or discarded without refund, at our discretion.

 

4. Defective or Damaged Items

If you receive an item that is defective, damaged upon arrival, or materially different from what you ordered, please contact us within 7 days of delivery. To expedite the process, include the following in your email:

  • Order number

  • Clear photographs showing the defect or damage

  • Description of the issue

We will evaluate your claim and, if approved, offer you a replacement item, store credit, or a full refund at no additional cost.

5. Process for Requesting a Refund

To initiate a refund request, please follow these steps:

  1. Contact our support team at [Insert contact email or form link] with your order number and reason for return.

  2. If your refund is approved, you will receive instructions on how to return the item.

  3. You must return the item using a trackable shipping method. Return shipping costs are the responsibility of the customer unless the item was damaged or incorrect.

  4. Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, the refund will be processed to your original method of payment within 7–10 business days. Depending on your financial institution, it may take additional time for the funds to appear in your account.

6. Late or Missing Refunds

If you haven’t received a refund after 10 business days:

  1. Recheck your bank account.

  2. Contact your credit card company, as processing times may vary.

  3. Contact your bank.

  4. If you’ve done all of the above and still have not received your refund, please contact us at [Insert support email].

7. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us with your order number and issue. Exchanges are subject to product availability.

8. Return Shipping

Customers are responsible for paying their own shipping costs for returning items, unless the return is due to our error (e.g., wrong item sent, defective product). Shipping costs are non-refundable. If you receive a refund, the cost of return shipping (if prepaid by us) may be deducted from your refund amount.

We are not responsible for lost or stolen return packages. We recommend using a trackable shipping method and keeping your shipping receipt.

9. International Orders

International orders may be eligible for refunds, but the customer is responsible for all return shipping costs, duties, and taxes. Items must be returned in compliance with the same eligibility criteria mentioned above. We do not offer exchanges for international orders at this time.

10. Policy Changes

Ikeza Pets reserves the right to modify or update this Refund Policy at any time without prior notice. Changes will be posted on this page and will take effect immediately upon publication. It is the customer’s responsibility to review the policy periodically.

11. Contact Us

If you have any questions about this Refund Policy or need assistance with a return, our customer support team is here to help.

We strive to respond to all inquiries within 24–48 business hours.