ONLINE RETURN POLICY


ONLINE RETURN POLICY

We at Emperor Pets want your pets (and you) to be completely happy with your purchase. While our products come with a standard manufacturer warranty, we want to ensure that you are satisfied with your purchase.


SECTION 1 - RETURNS

We offer a 30-day Customer Satisfaction Guarantee on any item purchased through our online store “www.emperorpets.com”. If you are not satisfied, simply contact our Customer Service team within 30 days of your purchase delivery date. After 30 days, we will no longer accept returns.

If your products have arrived damaged, please contact us immediately.

Refunds will be issued for the purchase price only, in the form of a credit back to the original payment method. We are unable to offer refunds on the original or return shipping charges unless your product is damaged; in this case, you must contact our Customer Service team to arrange and they will issue you a return shipping label. 



To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. 



There are certain situations where only partial refunds are granted: 

- Any item not in its original condition, is damaged or missing parts for reasons not due to our error

Please CLICK HERE to contact our Customer Service team or reach us at cs.emperorpets.usa@gmail.com.


SECTION 2 - REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 



If you are approved, then your refund will be processed, and a credit will automatically be applied to your original payment method, within a certain amount of days.



If you’ve done all of this and you still have not received your refund yet, please contact our Customer Service team by reaching us at  cs.emperorpets.usa@gmail.com.


SECTION 3 - EXCHANGES

We only replace items if they are defective or damaged.

If you need to exchange it for the same item, please contact our Customer Service team by reaching us at  cs.emperorpets.usa@gmail.com and we will notify you the shipping address. 


SECTION 4 – SHIPPING FOR REFUNDS

To return your product, please contact our Customer Service team by reaching us at  cs.emperorpets.usa@gmail.com and we will notify you the shipping address.


Please note that you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.



Depending on where you live, the time it may take for your exchanged product to reach you, may vary.



If you are shipping any items over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


SECTION 5 - EXCLUSIONS

Please note that all food and treats are final sale and not eligible for return or exchange.