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EXCHANGE AND RETURN

Dear Valued Customers,

At CatnDogStore.com, we strive to ensure your satisfaction with every purchase. Should you need to return an item, please review the following guidelines:

General Information

The warranty period is the duration in which the buyer guarantees compliance with the rules of use of the goods, and the manufacturer fulfills warranty obligations concerning the goods.

Warranty Period

If the purchased items do not meet your expectations in terms of shape, dimensions, style, color, size, or for any other reason cannot be used for their intended purpose, you have the right to return or exchange goods of proper quality within fourteen days, excluding the day of purchase. This is in accordance with the Law of Ukraine “On Protection of Consumer Rights”, provided the following conditions are met:

  • The completeness of the goods has been preserved.
  • The integrity of the packaging has been maintained.
  • Manufacturer’s labels and tags are intact.
  • The goods are new and unused.

Steps for Return or Exchange

  1. Inspect at Nova Poshta Office: Upon receipt of the item, carefully inspect it. If you find defects in the item or its original packaging, please create a Goods Acceptance Certificate with a Nova Poshta employee. Include details such as the item’s name, found defects, type of damage, and take a photo of the item.

  2. Contact Us: Send the Goods Acceptance Certificate and a photo of the item to our store email at info@catndogstore.com.

  3. Return the Item: The item may be returned to the courier immediately upon delivery if it does not match the item number you ordered, description, or is damaged.

Conditions for Return or Exchange

  • Items must be free from damage and signs of use.
  • Original packaging, accompanying documents, and a sales receipt must be included.

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Store Employees’ Procedure for Exchanging Items of Poor Quality

Our store employees will inspect the item on-site. If it is inoperable or has factory defects, we will exchange it for an item of the same brand (model, item number, modification) of appropriate quality.

  • If the desired item is unavailable, you may choose to return the item and purchase another that suits your specifications and price.

  • For items with price differences, you will either pay the balance or receive a refund accordingly.

Examination by Supplier

If our store employees are unable to determine the cause of the item fault, the item will be sent to the supplier for examination. During this period, you will receive a letter of guarantee from us containing:

  • Item name
  • Complaint about its faultiness
  • Date when the item was returned
  • Opinion on the need for an examination

Requesting a Refund

To request a refund, please follow these steps:

  1. Submit a Written Application: Visit the place of purchase and submit a written application stating your requirements and reasons for returning the goods.

    • Include details such as:
      • Buyer’s identity document (passport series and number, date, and place of issue)
      • Goods data (name, factory (serial) number, item number, date of sale, price at the time of sale)
      • Amount of funds issued for the returned goods

  2. Refund Process: Refunds are processed according to the work schedule of the pick-up point. Refunds require a settlement document and the buyer’s identity document.

We appreciate your cooperation in adhering to these guidelines for returns and exchanges. For any further inquiries, please don’t hesitate to contact us at info@catndogstore.com.

Thank you for choosing CatnDogStore.com for your pet needs!

Sincerely, CatnDogStore.com Samantha Crescent, Glendenning, NSW 2761