RETURN AND REFUND POLICY

Revised SEPT 2025

1. Right of Withdrawal (Article L221-18 of the Consumer Code)

• The customer has 14 days from receipt to return an item without justification or penalty.
• The return request must be made via email or an online form.
• Return shipping costs are the responsibility of the customer, except in cases of defective products or shipping errors. 

2. Return Conditions

• The product must be new, unused, and in its original packaging.
• Some items are not eligible for return (customized products, underwear, opened electronics, perishable goods, hygiene-related items).
• As THE PET SOCIETY operates via dropshipping, additional restrictions may apply depending on supplier policies. Some products may therefore not be eligible for return.
• The return must be shipped within 14 days after the withdrawal request.

3. Refund Procedure

• Once the return is received and validated, a confirmation email will be sent.
• The refund will be processed within 10 business days, using the original payment method.
• Initial shipping costs are non-refundable, except in case of a seller’s error.
• Refund processing times may vary depending on the supplier’s return policy.

4. Defective or Non-Compliant Products

• The customer must report a defective product within 48 hours of receipt, providing proof (photos).
• A replacement or full refund, including return shipping costs, will be offered.
• THE PET SOCIETY will handle the claim with the supplier, but final processing may depend on the supplier’s policy.

5. Undelivered Items

• If an order is not delivered after 30 days, an investigation will be initiated.
• If confirmed as lost by the carrier, a replacement or refund will be issued.
• The seller is not responsible for parcels marked as “delivered” by the carrier.
• Additional proof may be requested, such as security camera footage, building security logs, etc.

6. Order Cancellation or Modification

• Orders cannot be cancelled once shipped.
• If the order is still in processing, customer service may attempt to stop the shipment, but this is not guaranteed due to dropshipping procedures.

⚖️ Legal Clause

• By placing an order, the customer accepts this Return and Refund Policy.
• THE PET SOCIETY reserves the right to modify this policy at any time, in compliance with applicable laws.