Refunds & Returns Policy
Welcome to Thunder Pet. This Refunds & Returns Policy outlines the terms and conditions for returning or exchanging pet clothing products, ensuring a fair and transparent process for all customers. By placing an order with us, you agree to the terms outlined below, which are synchronized with our Shipping Policy.
Eligible Returns & Exchanges
We accept returns and exchanges for pet clothing products under the following circumstances (applicable to all our pet apparel, including dresses, jumpsuits, overalls, and themed outfits):
The product is damaged, defective, or has obvious quality issues (e.g., torn fabric, loose stitching, incorrect sizing, faded colors, or missing accessories).
The product received is not the same as the one you ordered (e.g., wrong style, wrong color, wrong size, or incorrect pattern).
The product has sizing issues that prevent it from fitting your pet properly (provided the size was selected based on our size guide and the product is unused).
Return & Exchange Conditions
To be eligible for a return or exchange, the pet clothing product must meet the following conditions:
The product is unused, unwashed, and in its original condition, with all original tags, packaging, and accessories intact (e.g., bows, buttons, or decorative elements included with the pet dress/jumpsuit).
The product shows no signs of wear, stains, or damage caused by the customer (e.g., pet hair, dirt, or intentional damage).
A valid proof of purchase (order number, order confirmation email, or receipt) is provided.
Non-Returnable Products:
Pet clothing that has been used, washed, or altered (e.g., cut, sewn, or modified to fit a pet).
Pet clothing with missing tags, packaging, or accessories.
Custom-made pet clothing (e.g., personalized size or custom pattern) unless it is defective or incorrect.
Return & Exchange Time Limit
You may request a return or exchange within 30 calendar days from the date you receive your pet clothing order. Requests made after 30 days will not be accepted, and no refunds or exchanges will be processed.
Detailed Return Process
Contact our customer service via email or phone to request a return, providing your order number, product details, and the reason for the return.
Our customer service team will respond within 24 hours to confirm your return eligibility and provide you with a return authorization (RA) number.
Package the unused pet clothing product securely, include the RA number inside the package, and ship it to our store address (no need to use a specific carrier; standard shipping is acceptable).
Once we receive your returned package, we will inspect the product within 3-5 business days to verify it meets the return conditions.
After successful inspection, we will proceed with your refund or exchange (as requested).
Detailed Exchange Process
Follow steps 1-4 of the Return Process (contact customer service, obtain an RA number, and ship the product to our return address).
When requesting an exchange, clearly specify the desired replacement product (e.g., different size, color, or style of pet clothing) in your initial contact with customer service.
After we inspect and confirm the returned product meets the exchange conditions, we will process your exchange within 3-5 business days.
The replacement pet clothing will be shipped to you via UPS. Once the replacement has been shipped, you will receive a shipping confirmation email containing a tracking number.
If the replacement product is out of stock, we will contact you to offer an alternative or process a full refund instead.
Detailed Refund Process
After we receive and inspect your returned pet clothing (and confirm it meets the return conditions), we will process your refund within 3-5 business days.
Refunds will be credited back to your original payment method (e.g., credit card, debit card, or the payment platform used for the order).
The refund processing time typically takes 5-7 business days, but the exact time may vary depending on your bank or payment provider. We will not be responsible for delays caused by your financial institution.
If you paid with a combination of payment methods, the refund will be split proportionally to each method used.
Return & Exchange Fees
The responsibility for shipping fees depends on the reason for the return/exchange:
Free Shipping for Eligible Returns/Exchanges: If the return or exchange is due to a damaged, defective, or incorrect product (our error), we will cover all shipping fees. You may ship the product via standard shipping, and we will reimburse any shipping costs upon receipt of the package (provide a shipping receipt for reimbursement).
Customer-Paid Shipping for Non-Eligible Reasons: If the return or exchange is due to customer error (e.g., wrong size selected without following the size guide, change of mind, or dislike of the product), the customer is responsible for all return shipping fees. Additionally, the original shipping fee (if applicable, but we offer free shipping) will not be refunded.
Exchange Shipping Fees: For eligible exchanges (our error), the replacement product will be shipped to you for free. For exchanges due to customer error, you will be responsible for the shipping fee of the replacement product (we will inform you of the fee before processing).
Order Cancellation
Order cancellation terms are consistent with our Shipping Policy:
If you wish to cancel your order before it has shipped, please contact our customer service immediately. We will not charge any additional handling fees and will provide a full refund to your original payment method, which will be processed within 3-5 business days.
Once the product has been shipped, the standard return policy will apply, and order cancellation will no longer be available. In this case, please follow our return and refund process if you need to return the item after receipt.
Contact Us
If you have any questions, concerns, or issues related to refunds, returns, or exchanges, please contact our customer service using the following information:
Store Name: Thunder Pet
Address: 735 Red River Rd, Thunder Bay, ON P7B 1J6, Canada
Phone: +18076838859
Email: info@thunderpet.store
Opening Hours (GMT-04:00):
Monday-Saturday：9 am–8 pm
Sunday：10 am-6pm
Response Time: We will respond within 24 hours.