Returns & Refund Policy
1. Eligibility for Returns
We accept returns only under the following conditions:
- Wrong Product Received – If you receive an incorrect product that is different from what you ordered.
- Damaged Product – If the product is damaged upon arrival due to transit issues.
Conditions for Return:
- The item must be unopened, unused, and in its original packaging to qualify for a return.
- A return request must be initiated within 7 days of delivery.
2. Return Process & Verification
To initiate a return, please follow these steps:
- Contact Us: Email our support team at support@genextpet.com within 7 days of receiving the product.
- Provide Proof: Share clear images/videos of the wrong or damaged product, along with your order details.
- Verification & Approval: Once our team verifies the issue, we will approve the return request.
Important Notes:
- Returns will not be accepted for opened or used products due to safety and hygiene concerns.
- If your return is approved, we will arrange a reverse pickup (if applicable) or guide you on the return shipping process.
3. Refund Policy
Once your return is received and inspected, we will process your refund:
- Refund Method: Refunds will be issued to the original payment method used during purchase.
- Processing Time: Refunds typically take 5-7 business days after return approval.
Refund Exceptions:
- Shipping charges are non-refundable.
- Refunds will not be issued for orders where the product is returned in a used or tampered condition.