1. Standard Product Returns (Non-Custom)
If you receive a faulty or defective standard product, **All Pet Device** offers a 30-day return window from the date of shipment.
- **Eligibility:** The item must be unused, in the same condition that you received it, and in the original packaging.
- **Process:** To initiate a return, you must contact our B2B support team with your order number and details of the defect. We will issue a Return Merchandise Authorization (RMA) number and instructions.
- **Shipping:** Customers are responsible for return shipping costs unless the return is due to a manufacturer's defect or shipping error.
2. Refund Process
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, and a credit will automatically be applied to your original method of payment (e.g., Stripe transaction or bank transfer) within 7-10 business days.
- Shipping costs from the original order are non-refundable.
3. Customized (OEM/ODM) Orders
Due to the nature of custom manufacturing, **all sales of OEM/ODM products are final and non-refundable** once the production process has begun, unless the products fail to meet the agreed-upon specifications or quality standards as documented in the final prototype approval.
3.1 Quality Claims
Claims for defects in customized orders must be reported within 15 days of receiving the goods. We will work with you to offer repair, replacement, or credit, depending on the severity and scale of the defect.