Refund policy
Refund, Return & Cancellation Policy — Hello Pets
At Hello Pets, customer satisfaction and transparency are our top priorities. Please read our policies carefully before placing an order.
Warranty Policy
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Unless otherwise clearly stated on the product page, no products sold on our website come with any warranty.
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If a product carries a specific warranty, it will be explicitly mentioned on that product’s page.
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In general, all products are considered non-warranty items.
Return & Exchange Policy
We only accept returns or exchanges in the following situations:
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If a product arrives damaged, broken, or with visible defects, we will exchange it within 3 to 10 business days.
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If an item is expired or damaged during delivery, please contact us immediately. We will arrange an exchange as soon as possible.
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Please ensure the product is checked in front of the delivery person and that an unboxing video is recorded, which helps process claims faster.
Please note:
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We do not offer any return or exchange if your pet does not like the product or refuses to eat it.
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Products once opened, used, or not in their original packaging cannot be returned.
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Food, treats, powders, or paste items are non-returnable once opened.
Refund Policy
If your order is canceled before it is shipped, or if we are unable to complete the delivery for any reason (such as courier issues, address mismatch, or if the parcel was opened before payment), your payment will be refunded within 7 to 10 business days.
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Refunds will be issued through the same method used for payment.
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Please allow the standard processing time based on your bank or payment provider.
Cancellation Policy
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Orders can only be canceled before they are shipped.
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Once an order is shipped, it can no longer be canceled.
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To cancel an order, please call our support team as early as possible at 01306616661.
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Hello Pets reserves the right to cancel or edit any order at any time for any reason.
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If an order is canceled from our end and you have provided a valid email address, you will receive a notification via email.
Right to Refuse
Hello Pets BD reserves the right to refuse any return or exchange of a product that does not meet the conditions outlined in this policy.
Support Email: contact@hellopetsbd.com
Support Number: 01306616661
