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Return, Terms of Use and Warranty
Information
Initiate Returns by:
Phone: 888-538-7521
(Toll-Free in United States); 864-973-9225
Email:
email
SecurePets
Upon receipt of your email we
will contact you ASAP with a Return Material
Authorization number (RMA) and additional instructions. We
will do our best to make this process customer friendly
and straightforward, but we can not accept returns without
an RMA.
Product Returns from Shipping
Company
Customer is responsible for supplying the
correct delivery address and is responsible for the
shipping charges on any items returned due to packages
deemed as undeliverable by the shipping company.
Customer
Returns and Warranty
All
equipment is fully warranted by Securepets.com and/or
by the manufacturer. You are protected by the following
warranties:
Securepets 'Defective Product'
Money Back Guarantee: Securepets.com will
handle your defective product warranty claims for you
without you having to return the product to the manufacturer
if returned within 30 days of your purchase. You may
return your purchase from Securepets.com for a full
replacement or refund (less shipping charges) if returned
to us
during this 30 day period. If you received 'Free shipping'
on your order, we will deduct
the actual
cost
we incurred
to ship the item to you from the amount of your refund.
We will not accept returns for any of
the following reasons:
- Abuse of parts and/or components by
using such parts and/or components for other than their
intended purpose.
- Pet Beds and Houses that have been
used by your pet.
- Loss of parts and/or components by
the customer or the pet.
The money-back period will begin 3 days
after your order has been shipped from our warehouse. All
instruction manuals, accessories, parts, etc. included in
the original shipment must be returned, as well as a
photocopy of your original invoice.
If you should need to
return an item, please use the above link to our email
form. We will contact you ASAP with
further instructions and a Return Material Authorization
(RMA) number. Please be sure to mark the exterior
of the
package
with
your
name,
return
address,
and RMA number. We will not accept returns without
an RMA number. We cannot guarantee refunds on
items that we can not identify or that are shipped to
the wrong
address. We do suggest that you ship the return
item via UPS or insured US Mail with delivery confirmation.
All return shipping charges are at the customer's expense.
In the event of a defective item, our
policy is to ship a replacement unit upon the return
of the defective unit. If you need the replacement
unit shipped immediately, we will charge your account
for the second unit, and issue a full credit upon receipt
of the defective unit. Non-defective product returns
will be accepted for refund within the 30-day return
period if returned in un-opened re-sealable condition.
Non-defective product returns will be subject to a 30%
re-stocking charge in addition to the outbound and return
shipping charges.
Special Provisions for International
Customers.
We gladly ship orders to addresses outside
the United States if the manufacturer allows distribution;
however, due to the high cost of international shipping,
it
is necessary
for
Securepets
to apply certain
special shipping provisions. If the Purchaser must return
items for either refund or replacement, the Purchaser
is responsible for all shipping and insurance costs necessary
to ensure that the items arrive safely at the Securepets
warehouse. The Purchaser is also responsible for payment
of any shipping and insurance costs incurred by Securepets
in shipping replacement equipment back to the Purchaser.
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