Returns and Refunds Policy – PetFoodsStore.com
PetFoodsStore.com offers a defined refund structure designed to protect our customers while complying with regulatory guidelines and minimizing payment disputes. This policy outlines when refunds are available, how they are processed, and under what conditions refunds may be denied.
Refund Eligibility
Refunds may be granted under the following scenarios:
- Unshipped Orders: Items not yet fulfilled may be canceled and refunded.
- Incorrect or Duplicate Charges: Billing errors will be corrected promptly.
- Unauthorized Payments: Verified unauthorized activity will result in a full refund.
- Fraudulent Purchases: Suspicious transactions are reviewed. If confirmed, funds will be reversed.
Situations Where Refunds Are Not Provided
- Delivered and Consumed Goods: Perishable or opened pet products are non-refundable.
- Policy Violations: Refunds are not issued where terms of use have been breached.
- Expired Requests: Refunds must be initiated within 60 days of the original transaction.
Refund Process and Risk Controls
- Payment Method: Refunds are only returned to the original payment source used.
- Self-Service: Customers may request refunds for qualifying purchases via our refund portal.
- Request Limits: A maximum of one automated refund may be requested per calendar quarter.
- Manual Review: Refunds exceeding $500 or originating from flagged accounts are subject to compliance screening.
Compliance Safeguards
To maintain secure refund operations, we use:
- Identity checks for flagged or high-value transactions
- Activity monitoring for anomalies or refund abuse
- Velocity controls to limit excessive refund requests
- Documentation requirements where inconsistencies arise
Chargeback Prevention Strategy
Our refund system is structured to:
- Resolve issues before customers initiate chargebacks
- Proactively monitor refund behavior and report anomalies
- Collaborate with banks and payment processors to ensure transparency
Appealing Refund Decisions
- Escalation Path: If a refund is denied, users can request a compliance review.
- Support Access: A dedicated team is available to assist with questions and escalate concerns as needed.
- Customer Messaging: Refund terms are clearly displayed at checkout and in order emails.
Fraud Mitigation and Blacklisting
Accounts may be flagged or blacklisted for:
- Repeated refund abuse
- Use of inconsistent personal/payment data
- Prior dispute or chargeback history
Appeals can be submitted to the compliance team for reconsideration.
How to Request a Refund
To submit a request, contact our support team through the official help center or use the automated refund request form. Processing timelines vary:
- Review: 3–5 business days
- Processing: 5–7 business days post-approval
Contact
All refund inquiries should be directed to:
[email protected]